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Key Responsibilities: Respond to merchant/customer queries in a timely and accurate manner via phone, email, or chat. Identify merchant/customer needs and assist them in using specific features of our products. Analyze and report product malfunctions by testing scenarios or impersonating users. Monitor customer complaints and proactively provide assistance. Share feature requests and effective workarounds with team members. Inform merchants/customers about new product features and functionalities. Follow up with merchants/customers to ensure resolution of technical issues.