Established in 2008, Geidea epitomizes customer focused empowerment and commercial success through continuous innovation. Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market.

Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity. Our technology mirrors our people - Smart, Innovative & Forward Thinking: www.geidea.net

To maintain competitive advantage as we grow, we are currently looking for a new Merchant Enablement Specialist:

Job purpose:

Responsible for the enablement and onboarding of new ECR customers, across Egypt, UAE, and Saudi Arabia. This includes training the customer, configuring their menu and settings, and remotely configuring their hardware.

Key accountabilities and decision ownership:

• Understanding the customer’s configuration requirements for ECR software and related solutions remotely by communicating by chat, phone, and email
• Working with the Sales and Customer Success teams to bring the new customer through the Enablement/Onboarding process.
• Conduct welcome calls with clients and ensure documents are fulfilled.
• Complete full training on our ECR application, back office, and other software and hardware to become a true expert.
• Providing clear and concise training to users of ECR applications, back office, and other software and hardware to allow them to use fundamental, intermediate, and advanced features.
• Managing the customer relationship to obtain full information about their configuration preferences, ECR menu import, staff roles and permissions, and other information about their onboarding.
• Ensuring the information provided is correctly configured and imported into the system.
• Configure the customer’s hardware remotely or work with the field team to ensure its configuration.
• Resolve initial issues where reconfiguration or retraining is needed.
• Manage the handover of the customer to the Support team at the end of the Enablement process to ensure they have excellent ongoing support when needed.
• Provide excellent customer experience throughout the Enablement journey. Communicate clearly and empathetically to technical and non-technical users alike by asking questions about their requirements and requesting information where needed to complete the process.
• Conduct quality checks with the clients/merchants and provide necessary changes to the back-end solution.
• Document the enablement process accurately, clearly, and promptly within our ticketing system.
• Effectively triage the type of issue - misconfiguration, retraining, retraining, or software bug and take the necessary action to rectify it.
• Report bugs to the development team using internal tools when they are identified.
• Liaise with the billing & account receivables team to ensure payment is received.
• Liaise with field technicians in the customer’s market when needed for deployment or issue resolution which requires a site visit.
• Manage your time effectively and deliver results to the customer on time within agreed SLAs.
• Meeting or exceeding KPIs including ticket response time, time to complete enablement steps, and customer satisfaction.
• Handle miscellaneous duties and responsibilities as defined by management.

Must Have Technical / Professional Qualifications:

• +2 years’ experience preferably in an onboarding or support role in SAAS or ECR
• Track record of meeting SLAs
• Track record showing good technical fundamentals.
• Degree, degree or other professional qualification in IT, Software, Engineering, Networking, or a similar area
• Experience and knowledge of the ECR sector
• Hospitality experience using ECR software.

Join our dynamic team as a Merchant Enablement Specialist and contribute to our FinTech mission of releasing cutting-edge financial products into the market. Apply your project management skills, collaborate with cross-functional teams, and shape the future of the payments industry.

Our values guide how we think and act - They describe what we care about the most.

Customer first - It’s embedded in our design thinking and customer service approach.

Open - Openness allows us to constantly improve and evolve.

Real - No jargon and no excuses!

Bold - Constantly challenging ourselves and our way of thinking.

Resilient – If we fail, we bounce back stronger than before

Collaborative - We know that we can achieve a lot more as a team.

We are changing lives by constantly striving for a better solution.