Technical & Customer Support Specialist

Job Responsibilities :

As a Technical & Customer Support Specialist for a leading payment gateway company, you will serve as the primary contact for merchants and partners, providing expert assistance with transaction processing, technical issues, and account support. This role requires a customer-focused individual with technical proficiency and a solid understanding of payment gateway operations to ensure a seamless payment experience for our clients.

• Respond promptly to merchant inquiries related to payment processing, integration, settlement, transaction errors, and account management through various channels (email, phone, chat).
• Provide merchants with instructions on setting up and configuring their payment gateway settings, including API integration, webhooks, and security configurations.
• Diagnose and resolve technical issues such as failed transactions, integration errors, and API-related questions. Guide merchants through troubleshooting and provide clear, step-by-step instructions.
• Assist merchant with documentation issues such as settlement report, invoicing, etc. and provide the solutions, and FAQs to help streamline support processes and provide merchants with accessible resources.
• Troubleshoot and resolve any issues related to transaction processing delays, rejected payments, or gateway errors. Work with technical teams to identify and correct the underlying issues quickly, minimizing disruption to merchants.
• Work closely with technical, business, risk, and underwriting teams to escalate complex issues and ensure timely resolution.
• Track support metrics, such as response times, resolution rates, and customer satisfaction scores, and provide regular reports to management for performance review.
• Take on assigned tasks as needed to support team objectives and maintain high standards of customer service quality.

Pre-Requisites :

Pre-Requisites :

Are you game?