Customer Care Executive

Customer Support Agent

Merchant Services | Helpdesk Operations

FinTech

POS / Merchant

B2B Payments

Merchant/Customer Support

24×7 Shifts

Function

Merchant Services

Level

Agent (L1)

Employment

Type

Full-Time

Work

Schedule

24×7 Rotational

Location

Noida ( U.P)

Education

Graduate (B.Com Preferred)

Experience

Min. 1 Year

Reporting

To

Team Lead / Supervisor

ABOUT PINE LABS

Pine Labs is India's leading merchant commerce platform, powering point-of-sale (POS) solutions, digital payments, and financial services for merchants across retail, hospitality, and financial services. We serve marquee B2B clients including leading banks, NBFCs, and enterprise retail chains, making seamless payment experiences the norm across India.

ROLE OVERVIEW

As a Customer Support Agent within the Merchant Services helpdesk, you will be the first point of contact for our merchant partners and bank agent networks resolving queries related to POS devices, transaction issues, onboarding, and financial services. You will operate in a 24×7 rotational shift environment and are expected to deliver high first-contact resolution (FCR) while supporting our deflection and self-serve strategy.

KEY RESPONSIBILITIES

•     Handle inbound/Email helpdesk contacts (calls, email, chat) from merchants, bansks, and B2B partners related to POS terminals, transaction disputes, MDR/TID/MID queries, and onboarding issues.

•     Troubleshoot and resolve Level 1 & Level 2 issues related to Pine Labs POS hardware and software, payment gateway failures, settlements, and reconciliation discrepancies.

•     Support bank networks and DSA partners with queries related to merchant onboarding, AR/ACH processes, and fee structures (MDR, IER).

•     Accurately log all interactions in the CRM/ticketing system, ensuring correct tagging of issue types, sub-categories, and resolution codes.

•     Escalate, participate for complex issues to Level 2 / specialist teams while maintaining ownership of the ticket and follow-up communication.

•     Achieve and maintain set KPIs including First Contact Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), and Abandoned Call Rate (ACR).

•     Adhere to rotational shift schedules including night shifts, weekends, and public holidays in line with 24×7 operations.

•     Participate in regular calibration sessions, product training, and process updates to stay current with Pine Labs product changes.

•     Maintain compliance with data privacy, PCI-DSS guidelines, and Pine Labs internal SOPs at all times.

REQUIRED QUALIFICATIONS

Education

•     Minimum: Graduate in any discipline from a recognised university.

•     Preferred: B.Com (Bachelor of Commerce) candidates with a commerce background are given preference for their foundational understanding of financial services, accounting, and business processes.

Experience

•     Minimum 1 year of experience in a customer support / contact centre role (voice, email, or chat).

•     Experience in any of the following is highly desirable: FinTech / digital payments, POS / payment terminal support, banking operations or bank agent (BC agent / DSA) support, B2B client servicing, financial services helpdesk.

SKILLS & COMPETENCIES

Domain Knowledge

•     Working knowledge of POS ecosystem: transaction flow, settlement cycles, TID/MID structures, chargebacks, and dispute resolution.

•     Understanding of B2B merchant services and the role of acquiring banks, payment networks, and payment aggregators.

•     Familiarity with banking and financial services concepts: MDR, AR/ACH, IER, NACH, KYC/KYB processes.

•     Awareness of bank agent (Business Correspondent / BC agent) model and their operational requirements is a plus.

Communication

•     Proficient in spoken English ability to converse clearly, confidently, and professionally with merchants and B2B stakeholders.

•     Strong written English communication for email, chat support, and ticket documentation.

•     Working knowledge of Hindi and/or regional language is an advantage given the pan-India merchant base.

Technical & Operational

•     Proficient in Microsoft Excel ability to work with data, filters, basic formulas, and MIS reports.

•     Comfortable with CRM / ticketing platforms (Freshdesk, Zendesk, Salesforce or equivalent).

•     Basic understanding of payment applications and merchant portals; ability to guide merchants through app-based troubleshooting.

•     Ability to multitask across communication channels (voice + digital) during peak periods.

Behavioural

•     Strong problem-solving orientation with ability to think.

•     High degree of ownership proactively follows through on open tickets and merchant commitments.

•     Empathetic and patient in handling frustrated or high-value merchant escalations.

•     Team player with demonstrated ability to collaborate across internal teams (product, ops, field).

WORK SCHEDULE & SHIFT POLICY

Pine Labs Merchant Services operates on a 24×7 model to support our merchant partners round the clock. This role requires:

•     Willingness and ability to work in rotational shifts covering morning, afternoon, and night schedules.

•     Comfort with rostered weekly offs (may fall on weekdays) in lieu of weekend working.

•     Availability for work on national and public holidays as per shift roster.

•     Shift changes with reasonable notice as per business requirements.

Shift allowances and compensatory benefits are applicable as per Pine Labs HR policy.

WHAT WE OFFER

•     Competitive fixed salary with shift allowance and performance-linked incentives.

•     Structured onboarding with domain training on POS, payments, and financial services.

•     Clear internal career progression from Agent to Senior Agent, Subject Matter Expert (SME), and Team Lead.

•     Exposure to India's largest merchant payments ecosystem and B2B fintech operations.

•     Health insurance, PF, and statutory benefits as per applicable law.