Support Specialist (must write and speak good English)

THE OPPORTUNITY: 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 with a clear strategic growth plan that can offer the successful individual the opportunity to develop quickly. 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. RESPONSIBILITIES: The Support Specialist’s key 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. • Maintains a thorough knowledge of the business, industry and payment technologies. • Supports sales team with periodic merchant reviews. • 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. • Supports development, implementation, and continuous improvement of our Quality Management System (QMS) in alignment with industry and corporate standards. • Create and maintain comprehensive documentation, including FAQs and knowledge base articles, to assist clients in finding answers to common questions and issues. THE PERSON: • Bachelor's degree preferred • Experience in the payments industry 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 and interpersonal skills with a customer-centric approach. • A resilient individual who is able to work under pressure and tight deadlines • 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 CONTRACT TYPE: • 12 month fixed term with the opportunity to become permanent

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