Merchant Support Specialist (APAC)

As a Merchant Support Specialist at Unlimit, your primary responsibilities will include managing operational queries and issues from merchants, educating them on navigating our portals, and troubleshooting a variety of technical problems. You'll also be tasked with monitoring processing performance and collecting feedback to inform internal improvements—helping to shape the future of our services!

To be considered for the Merchant Support Specialist role at Unlimit, you’ll need a university degree in a relevant field, along with at least one year of experience in account management or customer support. Experience within the payments or financial services industry is a plus. Strong communication and problem-solving skills are essential for success in this position.

While the job location specifics haven’t been defined, Unlimit is known for fostering a flexible work environment. As the Merchant Support Specialist for the APAC region, you may have opportunities for remote work depending on your location and the company's policies.

A typical workday for a Merchant Support Specialist at Unlimit involves addressing merchant queries, educating them about our services, troubleshooting technical issues, and collaborating with internal teams to enhance the customer experience. You'll actively monitor report performance and build relationships with clients, making each day engaging and varied.

At Unlimit, as a Merchant Support Specialist, you can expect robust support from a team of international professionals who are eager to help you grow. You will have access to modern workplace tools and be encouraged to leverage your problem-solving skills effectively. The collaborative environment will ensure you always have the resources and guidance you need to succeed.

In managing multiple operational queries, I believe in first assessing the urgency and impact of each query. I prioritize tasks based on factors like deadlines, the scope of the issue, and merchant needs. Utilizing organized tracking systems and communication tools ensures that I can provide timely responses without compromising service quality.

In my previous role, I encountered a merchant facing a complex technical issue that was impacting their transaction processing. I approach challenges with empathy; I first reassured the merchant that I would investigate thoroughly. By breaking the problem down into manageable parts and collaborating with my technical team, we quickly identified the source of the issue and implemented a solution while keeping the merchant updated throughout the process.

To effectively educate merchants about our services, I focus on clear, concise communication, utilizing visual aids and examples where possible. I make an effort to tailor my approach to individual needs, ensuring that explanations are relevant and accessible. Regular follow-ups and feedback loops help reinforce learning and address any ongoing questions.

Handling feedback from merchants involves careful listening and taking actionable steps. For instance, when a merchant suggested a feature improvement, I documented their suggestion, collaborated with our internal teams to assess feasibility, and followed up with the merchant, updating them on any changes based on their feedback. This not only improved our service but also strengthened our relationship.

For troubleshooting technical problems, I employ a systematic approach. I start with gathering all relevant information from the merchant, then replicate the issue if possible. From there, I utilize both my expertise and collaboration with technical teams to identify patterns and potential solutions, ensuring the merchant is kept informed throughout the process.

I have spent the past couple of years working directly within the e-commerce payment sector, dealing with various aspects such as transaction processing and merchant management. My experience has equipped me with a deep understanding of industry standards, regulations, and customer needs, making me well-suited for the Merchant Support Specialist role.

I proactively stay updated on changes in the financial technology landscape through continuous learning. I subscribe to industry publications, participate in webinars, and engage in professional networks. This helps me keep my knowledge current and enables me to provide informed support to merchants regarding new features or industry best practices.

I believe my proactive and collaborative approach aligns perfectly with Unlimit’s culture. I'm enthusiastic about working in diverse teams, and I thrive in environments where innovation and flexibility are valued. My commitment to excellent service matches Unlimit's mission to provide stability and prepared solutions for tomorrow's challenges.

To ensure high-quality project delivery for merchants, I would emphasize clear communication with both merchants and internal teams, set measurable goals, and conduct regular check-ins. Monitoring performance against objectives allows for timely adjustments and ensures that we are consistently meeting or exceeding merchant expectations.

My professional goals in the Merchant Support field revolve around enhancing both my technical skill set and my understanding of customer relations. I aim to leverage my expertise to contribute positively to Unlimit’s growth while fostering strong relationships with merchants, ultimately striving for roles with increasing responsibility within the company.