JOB DESCRIPTION

We are looking for an outgoing and highly motivated Customer Support Agent to deal with our customers. The CS Agent plays a key role in optimizing the customer experience and also work with different departments in order to solve customers-related issues. To be successful, you should be able to show empathy and have excellent communication skills.

KEY REQUIREMENTS:

• Experience in customer support, preferably in a payment processing or financial services environment.
• Basic knowledge of APIs, webhooks, and payment gateway integrations.
• Familiarity with card acquiring, transaction processing, and fraud prevention.
• Strong troubleshooting skills with the ability to analyze logs and error messages.
• Excellent communication skills and the ability to explain technical concepts to non-technical users.
• Ability to work independently and manage multiple support cases simultaneously.
• Knowledge of PCI DSS compliance and data security best practices (preferred).

• Handle inbound support tickets, emails, and calls from merchants and wallet users, diagnosing and resolving transaction processing issues and disputes where applicable.
• Assist personal and business wallet users with account setup, verifying identity, and troubleshooting wallet transactions and payment failures.
• Provide technical integration support, including API, SDK, and hosted payment page assistance for merchants and developers, troubleshooting connectivity issues and transaction failures.
• Adjust and update merchant and wallet user configurations, such as payment processing parameters, credentials, and service activations, while monitoring system performance and reporting anomalies.
• Maintain and develop knowledge bases, FAQs, and training materials for merchants and wallet users, ensuring efficient issue resolution and improved user experience.
• Ensuring delivery of excellent customer service to resolve any kind of inquiry.
• Being aware and keeping up to date with all the procedures related to your department.
• Being able to point out any process weaknesses and escalate it to the management.