Merchant Transaction Failure Resolution Support

I manage a Paytm-focused merchant service desk and need an extra set of expert hands to keep our Daily Resolution Rate (DRR) on target. Your primary mission will be resolving merchant issues tied to payment processing—specifically transaction failures—until each ticket is fully closed.

What the role looks like
• Pull the day’s failed-transaction tickets from our dashboard, investigate root causes, and act fast to restore or refund the payment.
• Coordinate with Paytm tech teams when deeper gateway, API, or settlement checks are required.
• Guide merchants step-by-step so they understand what went wrong, what’s been fixed, and how to avoid repeats.
• Log every action, outcome, and timestamp in our CRM (Freshdesk/Zendesk or similar) so DRR metrics update automatically.
• Flag patterns or high-impact bugs so we can optimise flows together.

Tools & knowledge that will help you shine
• Hands-on experience with Paytm Merchant Portal, payment gateways, UPI, and reconciliation reports.
• Ability to read error codes, analyse logs, and work comfortably with CSV exports or SQL snippets for quick data pulls.
• Clear written and spoken English; Hindi proficiency is a plus for merchant calls.

Performance & growth
Hit the daily DRR benchmark and you unlock attractive per-closure incentives—no cap on earnings. Consistent top performance opens promotion and salary-increment reviews every six months.

Deliverables
1. Same-day closure of assigned transaction-failure tickets.
2. Accurate, audit-ready case notes for each merchant interaction.
3. Weekly summary highlighting recurring causes and suggested preventive steps.

If you love solving payment puzzles and thrive on measurable results, let’s talk today.