SBU | Payments Support

1️⃣ Purpose

This Standard Operating Procedure (SOP) defines the standardized process for managing the support queue, including both inbound phone calls and Salesforce cases, for the Payments SBU Support team. It ensures consistent, efficient, and high-quality support delivery to merchants by outlining expectations, responsibilities, and handling procedures.

2️⃣ Scope

This SOP applies to all Support team members within the SBU Payments Support division responsible for:

• 📞 Managing inbound calls via RingCentral
• 📝 Handling merchant cases via Salesforce
• 📚 Documenting interactions, resolving issues, and escalating when necessary
• ⏱️ Meeting SLA targets and ensuring merchant satisfaction

It covers both:

• Reactive support (calls/cases)
• Proactive support (follow-ups, queue maintenance, escalations)

3️⃣ Roles and Responsibilities

Support Agents

• Answer inbound calls from merchants and internal teams
• Create and manage Salesforce cases with complete documentation
• Troubleshoot and resolve issues related to payment processing