Key responsibilities include, but are not limited to:
Escalation Management & Investigation
· Review, assign, and manage incoming escalations based on complexity, priority, and technical requirements.
· Perform detailed root-cause analysis to resolve merchant and internal escalations efficiently and accurately.
· Ensure all cases are completed within established service level agreements (SLAs).
· Communicate directly with merchants to gather required documentation, clarify technical issues, and confirm successful resolution.
Technical Account Maintenance
· Update merchant profiles, process system changes, and complete account maintenance with a high level of precision.
· Build, configure, and correct terminal setups and merchant processing profiles.
· Reprocess transactions and complete manual re-keys while maintaining strict data accuracy and compliance.
· Troubleshoot and support APM onboarding, missing transaction retrieval, and CPanel configuration issues.
Financial & Compliance Support
· Review and submit refund requests to Finance with proper documentation and validation.
· Address U.S. tax-related escalations and ensure compliance with applicable requirements.
· Monitor refund activity and transaction processing to ensure accuracy and timely completion.
Collaboration & Internal Support
· Work closely with processors and internal teams to resolve system issues and technical discrepancies.
· Provide technical support to Customer Experience teams for complex or escalated cases.
· Assist HR and internal stakeholders with employee system access and third-party platform credentials.
· Maintain accurate and thorough documentation within internal ticketing systems.
· Support inbound escalations and provide coverage during peak periods to maintain service levels.
· Contribute to weekly and monthly operational projects and continuous improvement initiatives.
· Manage Profile Change queues and ensure all updates are completed the first time correctly.
· Perform additional duties as assigned.