mx51 is a payments-as-a-service solution for banks, non-bank acquirers, and other merchant service providers. This company is building a payment platform that allows merchants to accept payments in-store, in-app, and online, while consolidating all their data on a real-time business management dashboard. mx51 is looking for an enthusiastic Customer Support Specialist to join their team and provide excellent merchant experience.
Location
- Remote (work from anywhere)
Employment type
- Full-time
Work Arrangement
- Remote
Rotating Roster:
Yes, flexible to work on a rotating roster in a structured environment
Role of the Job
The Customer Support Specialist will be responsible for supporting customers by resolving product and service issues, and providing information and education through in-depth knowledge of mx51’s products and services. This role requires a strong commitment to being “Customer Obsessed” and providing high-quality communication and feedback.
Main Responsibilities
- Handle incoming and outgoing calls, create, manage, follow-up, and resolve support requests via ticket-based CRM (Zendesk)
- Resolve customer product or service problems through troubleshooting technical issues, determining the root cause of the problem, and selecting, explaining, and applying the best solution
- Identify patterns and trends for merchant issues and attempt to replicate and complete testing to resolve said issue
- Manage the escalation process where required to better service merchants
- Contribute towards merchant servicing documentation, both creation and maintenance
- Manage internal and external system access to support-oriented systems
Qualification Needed
- At least 2 years of experience as a help desk technician or a technical customer service support role
- Proven experience in troubleshooting banking, payments, or Point of Sale (POS) systems issues
- Previous experience working with Zendesk or other ticketing systems
- A can-do attitude, and a willingness to learn
- A genuine interest in payments and technology
- Ability to think on your feet and problem-solve
- Good time management skills
- Adaptability, multitasking, and working in a fast-paced environment
FAQs
- What are the working hours for this role?
The role requires flexibility to work on a rotating roster in a structured environment.
- What benefits does mx51 offer?
mx51 offers a range of benefits, including work from overseas up to 4 weeks per year, flexible work practices, access to co-working facilities, annual team offsite, social events, paid leave for volunteering, and more.
- What kind of culture does mx51 have?
mx51 has an innovative culture that values diversity and inclusion.
- What is the payment platform that mx51 is building?
mx51 is building a payment platform that allows merchants to accept payments in-store, in-app, and online, while consolidating all their data on a real-time business management dashboard.
- Can I work from anywhere?
Yes, this is a remote job opportunity with flexible work practices and tools.
- Are there opportunities for professional growth and development?
Yes, mx51 offers opportunities for growth and development, as well as a culture that values innovation and learning.
- What kind of documentation will I be working with?
You will be contributing towards merchant servicing documentation, both creation and maintenance.
- Can I take an alternative day off instead of a public holiday?
Yes, mx51 offers the option to swap a public holiday and take an alternative day off.
- What kind of leave policies does mx51 have?
mx51 offers paid leave for volunteering, paid parental leave for primary and secondary carers, and more.
Salary package
$85k to $120k per annum
Required document
- Resume
How to apply
To initiate the application process, kindly submit your application below.
Submit Application
Take a minute to read about the company
About mx51
- The Vision Behind mx51
mx51 is a payments-as-a-service solution that is revolutionizing the way businesses manage their payments. With a focus on providing an excellent merchant experience, mx51’s payment platform allows merchants to accept payments in-store, in-app, and online, while consolidating all their data on a real-time business management dashboard. This innovative approach has enabled mx51 to establish itself as a leader in the payments industry. By providing a seamless payment experience, mx51 is helping businesses to grow and thrive in a rapidly changing market.
The payment platform is designed to be user-friendly and efficient, allowing merchants to easily manage their payments and access valuable insights into their business. With a strong commitment to customer support, mx51’s team is dedicated to providing exceptional service and ensuring that merchants have everything they need to succeed.
- The Impact of mx51
mx51’s payment platform is making a significant impact on businesses of all sizes. By providing a seamless payment experience, mx51 is helping businesses to grow and thrive in a rapidly changing market. The company’s commitment to innovation and customer support has enabled it to establish itself as a leader in the payments industry.
mx51’s payment platform is designed to be flexible and adaptable, allowing businesses to easily integrate it into their existing systems. This flexibility has enabled mx51 to work with a wide range of businesses, from small startups to large enterprises. With a strong focus on customer support, mx51’s team is always available to provide assistance and ensure that businesses are able to get the most out of the payment platform.