This Payment Solutions Company in Limassol belongs to a group of very innovative companies with excellent benefits and they are looking for a Merchant Support Specialist who will be responsible for delivering exceptional service to customers by assisting with inquiries, troubleshooting issues, and ensuring that our payment solutions run smoothly. As a Merchant Support Specialist, you will be a core part of the Payments Support team.
We are looking for people who:
- Are eager to learn and grow
- Have a basic understanding and/or experience in payments either in Risk, Monitoring, Payments, APMs or Tech Support.
- Have analytical skills in order to perform analysis of data using a BI tool and/or excel
- Have analytical background either academically (for instance studies in mathematics, data analysis or similar) or based on work experience
- Are willing to work 24/7 including public holidays
Responsibilities:
- Provide expert support to merchants via email, tickets, live-chat, video calls and other communication channels.
- Resolve technical and non-technical issues related to payment services, mainly focused on transaction queries, performance metrics, disputes & fraud, risk rules, platform usage, settlements, and system functionality.
- Read transactions logs to understand reported issues by the merchants
- Troubleshoot and resolve reported payment gateway issues, ensuring accurate and timely solutions.
- Handle escalated and high-priority merchant concerns, ensuring merchant satisfaction and a positive resolution.
- Proactively suggest improvements to processes, workflows, and customer experiences based on insights gained from direct merchants’ interactions.
- Maintain and update Pay.com’s knowledge base, FAQs, Help Centre and troubleshooting documentation.
- Analyse trends in merchant inquiries and issues, preparing reports for management to identify areas for improvement.
- Work closely with technical, risk, legal, finance and operations teams to ensure merchant issues are escalated and resolved quickly.
- Work closely with the business development team to help them resolve merchant requests as needed.
- Work in 24/7 shifts after the successful completion of the training period.
Requirements:
- Analytical background including but not limited to Bachelor degree in Mathematics, Statistics, Data Analysis or relevant analytical professional experience.
- Online Payments experience and understanding of acquiring, orchestration and gateway operations
- Proven experience handling complex customer inquiries and complaints, with a high level of professionalism and empathy.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users. (English)
- Analytical and strong problem-solving skills are a must to be able to analyse merchant payments data and suggest solutions as required.
- Detail-oriented with excellent time management and organizational skills.
- A customer-first mindset with a passion for delivering exceptional service.
Working Hours:
- Regarding the working hours, it will start by covering the morning and afternoon shifts (08:00–17:00, including a one-hour break, and 16:00–midnight).
- As they hire and train more people, the will also start the night shift (midnight-08:00). So, in the near future, shifts will operate 24/7.
- At the beginning we will start with morning shifts for the training and once the person is ready to start with the shifts they will implement the full shift schedule.
- Hybrid working is possible.
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Merchant Support Specialist – Shifts (hybrid) with reference number 4173.
Or you can apply directly through your candidate login by hitting the APPLY button.
