Merchant Support Specialist
Passport International
Posted on 3 Oct
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
- Merchant Support
- Provide proactive and reactive support to merchants regarding payment platform questions and issues.
- Manage complex merchant cases from receipt to resolution, ensuring timely and satisfactory responses.
- Technical & Operational Support
- Diagnose technical issues related to payment integration (APIs, gateways, transaction failures).
- Assist merchants in resolving failed payments, transaction discrepancies, and account adjustments.
- Incident Management & Escalation
- Escalate complex issues to technical or development teams when necessary.
- Monitor progress of escalated cases and update merchants regularly.
- Education & Assistance
- Guide merchants on proper setup and use of payment platforms, explaining features, functionality, and best practices.
- Collect and analyze recurring merchant inquiries to identify areas for product or process improvement.
- Provide constructive feedback to development teams on potential enhancements.
- Documentation & Knowledge Base
- Record all merchant interactions accurately in CRM/support tools.
- Contribute to updating FAQs, user guides, and knowledge bases to support merchant self-service.
- Compliance & Standards
- Ensure support processes comply with payment industry regulations (e.g., PCI-DSS, PSD2)
Desired Candidate Profile
- Bachelor s degree in Technology, E-commerce, Engineering, Business, or related field.
- Minimum 2 years of experience in technical support or merchant services, ideally in payments, fintech, or e-commerce.
- Hands-on experience with payment gateways, PSPs, or digital wallets is highly valued.
- Strong proficiency in English (written & verbal); additional languages are a plus.
- Proactive, customer-centric, and passionate about delivering exceptional merchant support.
- Comfortable working in fast-paced, global environments with multiple priorities.
Company Industry
- Banking
- Financial Services
- Broking
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Merchant Support Specialist
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