Merchant Helpdesk - Operations
Paytm Payments Services Limited (Paytm Payments)Match Score
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Job Description
Structured overview of role & requirementsAbout This Role
Manage daily operations of Merchant Help Desk ensuring timely resolution of merchant queries and complaints.
Handle merchant issues related to payment services including QR, Soundbox, EDC/POS machines, transactions, and settlements.
Track operational metrics and reports; coordinate with multiple internal and field teams to resolve escalations and improve support processes.
Minimum Requirements
Experience in Help Desk, Customer Support Operations, Merchant Operations, or Service Operations.
Understanding of ticket management, complaint handling, and SLA/TAT monitoring.
Familiarity with digital payment products like QR, POS/EDC, Soundbox preferred but not mandatory.
Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Operationally focused professional with experience in high-volume, fast-paced customer or merchant support environments.
Familiarity with FinTech, Payments, Banking, E-commerce, or Consumer Internet sectors preferred.
Comfortable working cross-functionally with Sales, Operations, Product, Technology, Risk, Payments, and Field teams to resolve complex merchant issues.