eCommerce Support Representative

What you’ll own

• Deliver first-line customer support for our e-commerce gateway and acquiring platforms.

• Manage incoming queries via phone, email, and web chat, providing prompt and professional assistance.

• Assist merchants with onboarding and Day 1 readiness, ensuring they are fully supported from go-live.

• Amend merchant account details and update configuration settings as needed.

• Provide standard reports to merchants, including transaction summaries, fees, and settlement information.

• Troubleshoot common issues and escalate technical or complex cases to second-line teams.

• Track and follow up on open support cases to ensure timely resolution and customer satisfaction.

• Participate in product and platform transitions by supporting merchants through minor migration tasks.

• Monitor live merchant activity post-launch and raise any risks, incidents, or anomalies to the relevant teams.

• Maintain detailed and accurate case logs using internal ticketing systems.

• Collaborate with internal stakeholders (e.g. Product, Operations, Technical Support) to share feedback and ensure alignment.

• Identify trends in queries and contribute to improving internal documentation and knowledge base articles.

• Support continuous improvement by suggesting enhancements to support workflows and customer experience.

• Represent the company in a professional, courteous, and customer-focused manner at all times.

What you’ll bring

• A minimum of 1 years experience working in a customer or technical support role is desirable.

• Previous experience of working with payment solutions and technologies.

• Enthusiasm and desire to succeed, we encourage a winning mentality.

• Clear communicator with excellent written, verbal and listening skills.

• Ability to collaborate  cross-functionally to understand customer and business requirements.

• Ability to manage multiple projects and customers simultaneously, set priorities and adapt to changing conditions.

• Excellent problem solving and critical thinking skills and able to break down complex problems into manageable components.

• Excellent customer service skills and the ability to maintain and build relationships both internally and externally.

• Proficient with Google (ideally) or Microsoft productivity suites - Docs, Sheets, GMail specifically.

• Identifying and embracing new ideas to enhance our service, products or personnel.

• Be flexible in your approach to the needs of our customers and the business.

It’s a bonus if you have

• A degree in IT, Computer Science or related discipline is desirable but not essential.

• Understanding of programming languages and real-world applications/services, in particular HTML, XML and CSS would be beneficial for your future development.

• Previous use of Kibana or Grafana would be advantageous.