Posted Jun 08, 2026 63 views
The Fintech-Helpdesk Representative at Recruit AI plays a critical role in delivering top-tier customer support within the financial services industry. This position requires strong technical knowledge of payment terminals and point-of-sale (POS) systems combined with excellent customer service skills. The representative facilitates merchants' queries efficiently, ensuring smooth transaction processes and accurate handling of pricing information. Working onsite in Lahore from 6 pm to 3 am US time zone, the role demands dedication to maintaining high service standards and collaboration with sales teams to assist new merchant onboarding.
This role is best suited for candidates with at least five years of customer support experience in financial or merchant services sectors. An associate degree in computer science, information technology, or a related field is preferred, along with proficiency in CRM and ticketing systems. Attention to detail, problem-solving ability, time management, and strong communication skills are essential. Although this position does not manage a team, it requires proactive issue resolution and the capability to prioritize tasks independently to guarantee superior customer satisfaction and operational excellence.
Responsibilities
- Respond promptly and effectively to all customer inquiries, ensuring an outstanding merchant experience
- Manage merchant processes to maintain transaction integrity and resolve payment-related issues
- Update and maintain accurate pricing data for payment terminals and POS systems
- Collaborate closely with the sales department to facilitate a seamless merchant onboarding process
- Utilize CRM and ticketing systems to track, document, and follow up on support requests accurately
- Provide technical assistance for payment terminals and POS systems, diagnosing and troubleshooting hardware and software issues
- Monitor and prioritize support tickets based on urgency and impact to reduce downtime
- Identify recurring problems and proactively develop solutions to enhance system functionality and customer satisfaction
- Maintain clear communication with merchants regarding the status of their requests and resolutions
- Ensure compliance with internal guidelines and financial regulatory requirements during service delivery
- Continuously update knowledge of payment technologies, financial services trends, and company products
- Prepare detailed reports on support activities and merchant feedback for management review
- Manage time efficiently to balance multiple support tasks and meet target response times
- Support the IT departments goals while adhering to scheduled working hours and onsite requirements
Skills
Job Details
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