Customer Support Specialist
Core
Deliver end-to-end technical and operational support to merchants for online and in-store payment solutions, resolving issues with terminals, integrations, and transaction processing.
Role type
Customer Support Specialist (Payments/Fintech)
Builds
Merchant support for payment terminals, gateways, and integrations
Domain
Fintech / Payment Processing
Deliverable
client delivery
Required skills
Troubleshooting payment systems, managing support cases within SLAs, liaising with internal teams, identifying recurring issues, supporting merchant onboarding, maintaining compliance documentation
Preferred skills
Experience in payments/fintech/banking/SaaS, understanding of card payments/settlement/chargebacks, CRM or ticketing systems proficiency
Technologies
CRM systems, ticketing systems, payment terminals, gateway integrations
Responsibilities
Troubleshoot technical issues relating to payment terminals and integrations, manage support cases within agreed SLAs, identify recurring issues and recommend process improvements, support merchant training and onboarding, contribute to knowledge base articles, liaise with internal teams (Onboarding, Risk, Product, Engineering)
Seniority
Individual Contributor