POSITION DESCRIPTION
Under general supervision, responsible for ensuring reliable acquisition of services by resolving and tracking equipment hardware and software issues. Improved productivity and merchant cross-sales.
DUTY & RESPONSIBILITY
- Provide phone and on-site support to merchants.
- Execute a merchant visitation plan for assigned territories and routes, identifying and prioritizing key merchants and prospects as defined in the in the plan.
- Correct location and merchant information.
- Provide regular reports, weekly and monthly, to the supervisor; highlight successes, challenges, and opportunities for improvement.
- Build and maintain strong, long-lasting relationships with customers by understanding their needs and providing exceptional merchant service.
- Diagnose merchant software, hardware, and networking issues and provide a resolution timetable.
- Administer minor programming changes on merchant point-of-sale (POS) systems.
- Stage merchant equipment as assigned for per-installation testing, validation, and troubleshooting.
- Provide on-site hardware installation and troubleshooting.
- Track all support issues and resolution times in the follow-up list.
- Escalate issues to the technical support team when unable to properly resolve them, especially when issues are affecting the merchant's ability to process orders or payments.
- Continually seek to improve technical knowledge of products through additional training and certification.
- Merchandise the control merchants to ensure that all the look of success.
- Establish a merchant visit schedule separate by merchant category code.
- Define merchant visit road map to visit, follow by check list.
- Special visit for high-volume transaction merchants.
- Cross-sell other CANADIA Bank products to merchants.
- POS Installation and Configuration on the TMS Portal.
- To perform other duties as assigned by supervisor and manager from time to time.
QUALIFICATION
- University Degree in Baking & Finance, Computer Science, or related disciplines.
- At least 1-year experience in sales, preferably in the banking sector or related.
- Ability to work effectively in a team environment.
- Willingness to travel within the assigned merchant territory and occasionally beyond.
- Strong organizational and time management skills.
- Fluency in English, both written and verbal.
- Computer knowledge: MS Word, MS Excel, and Others.
- Ability to work independently as well as part of a team.
- A valid motorcycle or car driver's license.
