We are a Payment Service Provider specialising in providing cutting-edge payment solutions to businesses within high risk sectors. We pride ourselves on delivering exceptional service and ensuring seamless payment processing for our merchants. As part of our continued growth, we are seeking a talented Payment Gateway Support Specialist.
This is an exciting opportunity for a career driven and solution oriented individual to join a young company that has a clear strategic growth plan and can offer the successful individual the opportunity to quickly develop.
The Support Specialist should be highly motivated, organised and with strong communication, and problem-solving skills. The Support Specialist will be instrumental in resolving enquiries promptly and maintaining high levels of customer satisfaction. They should have the ability to work efficiently and effectively under pressure, alone and also as part of a team.
The Support Specialist’s responsibilities include:
Client Support: Provide exceptional customer support to clients who utilise our payment gateway services, addressing their queries, troubleshooting issues, and offering solutions in a professional and courteous manner
Technical Expertise: Develop a deep understanding of our payment gateway technology, staying up-to-date with the latest features and updates to assist merchants effectively
Issue Resolution: Diagnose and resolve technical and transactional issues related to payment processing, including but not limited to payment declines, disputes, chargebacks, and settlement queries
Ensures the timely and successful delivery of solutions according to client needs and improve the entire client experience
Client Relations Support: Managing parts of the Sales process, specifically dealing with client queries, chasing clients on behalf of the Sales Director/COO
Maintains a thorough knowledge of the business, industry and payment technologies
Communicates clearly the progress of monthly/quarterly initiatives to internal stakeholders
Ensures that activities are conducted in accordance to internal procedures, international standards and Regulatory regulations
Create and maintain comprehensive documentation, including FAQs and knowledge base articles, to assist clients in finding answers to common questions and issues
The Support Specialist should be:
Bachelor's degree preferred
Experience in the payments industry preferred
Experience within a technical support role, preferably in a payment gateway environment
Strong understanding of payment processing, including payment methods, card networks, and security protocols
Technical proficiency and the ability to learn new software and tools quickly.
Computer literate with CRM software and MS Office
Excellent communication, interpersonal skills with a customer-centric approach
Excellent attention to detail
A resilient individual who is able to work under pressure and tight deadlines
The ability to stay calm and focused in a very fast paced, ever changing environment
A hands on individual with drive, a can do attitude and the able to think outside of the box
Forward thinking ability, be self-motivated and have a positive and professional attitude to motivate others, as well as being committed to company and customer objective
Flexible Work
The role will be a mix of flexible remote work and within the office
Contract Type
12 month contract with the opportunity for extension or to become permanent
To apply for the Support Specialist position, please send your CV for immediate consideration to [email protected]