Customer Support Executive - RD Pay

RepairDesk is a modern repair shop management software with 40+ powerful integrations and modules. The software is customisable to meet the workflows of single-store, multi-store, and franchise repair businesses in various industry verticals. Available in 30+ languages, RepairDesk is trusted by over 3,000 businesses globally, helping them save time, manage inventory, and run profitable repair stores.

Customer Support Executive - RD Pay is a critical role responsible for delivering exceptional support and service to our customers utilizing RepairDesk Payments solutions. This position serves as the primary point of contact for payment-related inquiries, technical troubleshooting, and overall customer satisfaction, requiring a blend of technical aptitude, strong communication skills, and a customer-first dedication.

Customer Support & Issue Resolution

• Handle Payment Integrations Support: Manage and promptly respond to support queries related to various payment partners (e.g., Square, TSYS, PayFacto, Blockchyp, Payment Sense, Stripe, PayPal).
• Technical Troubleshooting: Diagnose and resolve technical issues related to payment gateway integrations, transactions, and hardware (terminals).
• Integration Guidance: Guide clients through the integration, setup, and configuration process for payment solutions, ensuring correct and optimal functionality.

Merchant Onboarding & Activation

• Terminal Management: Provide end-to-end assistance for terminal orders, logistics, setup, configuration, and activation, ensuring timely delivery and smooth operation of necessary hardware.
• Inactive Merchant Reactivation: Proactively engage with inactive merchants, following up on pending documentation and providing necessary support to facilitate account reactivation and successful go-live status.
• Onboarding Support: Offer comprehensive onboarding support to ensure merchants understand how to effectively utilize all features of RepairDesk Payments.

Customer Success & Feedback

• Ongoing Monitoring & Support: Offer continuous support, including monitoring the performance of payment integrations and proactively identifying and resolving potential issues to maintain optimal functionality and customer success.
• Gathering Merchant Feedback: Systematically reach out to merchants to collect feedback regarding their experience and satisfaction with RepairDesk Payments.Process Improvement Contribution: Utilize merchant feedback to identify opportunities for enhancement and collaborate with internal teams to implement changes that improve the overall customer experience and service delivery.

Qualification:

• Bachelor’s degree in CS/SE/IT or a related field (or equivalent practical experience).

Experience:

• 1–3 years in SaaS onboarding, customer support, customer success, implementation, or related roles. Experience with B2B SaaS platforms is preferred.
• Experience working with US or international markets is a strong plus.
• Familiarity with CRM and communication tools.
• Exposure to Account Management models is preferred.
• Prior exposure to Customer Support & Success processes.

Skills:

• Comfortable with software setup, integrations, and basic troubleshooting. Knowledge of POS systems or repair management tools is a plus.
• Excellent written and verbal communication skills to effectively guide clients through complex workflows.
• Passionate about delivering an outstanding client experience and ensuring adoption of the platform.
• Ability to manage multiple onboarding projects simultaneously and meet deadlines.
• Excellent verbal and written English communication.
• Strong analytical and problem-solving abilities with attention to detail.
• Data-driven mindset to identify growth opportunities.

Shift Time: 7 pm to 4 am (Pakistan Time)

Onsite (Monday to Friday)

Location: Jeff Heights, Gulberg III (Lahore)

• Health Insurance (IPD)- Self, Spouse & Children
• Maternity & Paternity Benefits
• Provident Fund
• Paid Leaves (Casual, Medical & Annual)
• Profit/Stocks Sharing Plan (Tenured Employees)