About SnappPay

SnappPay is the first and leading BNPL provider in Iran, started in 2020. We are leveraging Financial Technologies to reshape Iranian’s experience of consumer credit. Supporting Snapp Group’s mission of enhancing Iranian people's quality of life through Internet services, SnappPay’s mission is to bring financial freedom to all Iranian by providing them with better, smarter and more efficient solutions for payment and shopping.

About Role

As a Senior Merchant Support Specialist, you will play a vital role in maintaining strong and lasting relationships with our merchants. Your primary focus will be to ensure smooth communication, resolve inquiries efficiently, and proactively monitor and improve merchant operations. By acting as a trusted partner, you will help merchants achieve operational excellence and satisfaction, contributing directly to SnappPay’s goal of delivering a seamless and reliable financial experience.

Responsibilities

• Diagnose and resolve technical issues related to merchant systems, ensuring a high first-contact resolution rate.
• Collaborate closely with IT and Product teams to address escalated technical challenges and implement timely, effective solutions within defined service levels.
• Support the onboarding process of new merchants by ensuring smooth and accurate system integration and setup.
• Maintain comprehensive and up-to-date documentation of technical issues, resolutions, and process improvements in a shared knowledge base, ensuring accuracy and accessibility for all relevant teams.

Requirements

• Strong ability to diagnose and resolve technical issues efficiently and effectively.
• Proven proficiency in identifying root causes and implementing sustainable, long-term solutions.
• Solid analytical skills with the ability to interpret transaction data, generate insights, and deliver actionable reports.
• Proficiency in Microsoft Excel and familiarity with data visualization tools for performance monitoring and reporting.
• Hands-on experience with system integrations, network configurations, and troubleshooting tools.
• Familiarity with Network+, API connections, and technical documentation best practices.