eCommerce Support Representative
Core
Provide first-line technical support and onboarding for merchants using e-commerce gateway and acquiring platforms.
Role type
eCommerce Support Representative
Builds
Payment solutions and digital commerce platforms
Domain
Fintech / Payments
Deliverable
client delivery
Required skills
technical troubleshooting, customer service, ticket management, merchant onboarding, data reporting, cross-functional collaboration, documentation maintenance, workflow improvement
Preferred skills
payment solutions knowledge, HTML/XML/CSS understanding, Kibana/Grafana usage, Google/Microsoft productivity suites
Responsibilities
Respond to incoming support tickets via phone, email, and web chat; assist merchants with onboarding and Day 1 readiness; amend merchant account details and update configuration settings; provide transaction summaries and settlement reports; troubleshoot common issues and escalate complex cases; track and follow up on open support cases; monitor live merchant activity post-launch; maintain accurate case logs; identify trends to improve internal documentation.
Seniority
Entry-level to Junior
