Description Title Reports To Position Overview This role provides exceptional service to merchants, partners, and resellers by offering solutions to their challenges, bridging knowledge gaps, and proactively recommending ways to maximise revenue potential. The understanding that merchant success is also our success drives this role. This beginner role offers quiet times for further learning and coaching when needed. Team members collaborate and support each other in achieving common goals. Duties and Responsibilities Analyse merchants' payments-related issues, assist with disputes, and provide sustainable solutions. Collaborate with internal teams such as technical support, fraud and risk, business development, settlement, and product for cascading and or escalations of merchants' payment-related concerns. Gain and maintain an in-depth knowledge of functionalities for all systems used by the Merchant Support Team. Assist with exceptional and unusual situations or customer concerns with merchant processing and equipment. Ensure superior customer service is provided to merchants by working directly with them, Agents, operational departments, and partners to handle challenging or complex Merchant and card security questions and concerns. Contribute to process improvement in merchant support by identifying sources of merchant issues, recognising trends, and sharing reports with the Merchant Support Leads and Manager. Use Microsoft and CRM to a good standard to record notes and interactions. Qualifications Beginner to Intermediate Functional Skills Understanding of the role prior to initial training. Working to build a solid knowledge base and may need support and guidance to apply learning. Customer Service Professionally manages difficult or emotional customer situations, responds promptly to customer needs and responds to requests for service and assistance. Proactive Mindset- Able to proactively identify gaps in processes or products that could potentially lead to merchant churn. Product Knowledge Gain an excellent knowledge of our portfolio of products and services to understand merchant's needs. Interpersonal Skills- Must be able to work with leadership to increase knowledge and identify trends and bottlenecks. Ability to Multitask Provide good customer service to make sure each Agent feels like they're the only customer that matters. Time Management- Must be able to prioritise and use time efficiently based on the importance level of the issue at hand. Working Conditions Extensive desk-based work, including prolonged periods of computer use and administrative tasks. Equality Monitoring At Payroc, we are committed to creating an inclusive and equitable workplace where everyone has the support they need to thrive. We want to ensure that our hiring process works for everyone, regardless of background or identity. We collect demographic data through voluntary and anonymous questions to help us better understand diversity and improve our hiring process. This information will be used solely for equality monitoring purposes. Job Summary An Admin Officer role is available with our client based in Antrim. The successful candidate will be responsible for providing administrative support to the team. Key Responsibilities Create and maintain customer accounts on Account NI for billing purposes withi ...