Specialist , Technical Support, Third Party

Title

Specialist I, Technical Support, Third Party

Manager, Technical Support, Operations

This role is responsible for delivering exceptional service to Payroc’s merchants, partners, and resellers. Merchants and partners will contact the call centre seeking technical support for terminals and gateways relating to credit card and ACH processing.

The Technical Support Specialist will provide practical solutions to technical challenges, bridge knowledge gaps, and proactively recommend ways merchants can maximise their revenue potential. This role requires a strong understanding that merchant success directly contributes to Payroc’s overall success.

The position requires the ability to work within a collaborative and highly motivated environment. The Technical Support Specialist is responsible for ensuring merchants and partners are satisfied with the service provided by Payroc.

This role requires advanced knowledge of terminal devices and includes responsibility for training, assisting customers, and escalating issues to appropriate internal teams where required.

• Provide customer support via telephone and email
• Process technical enquiries, orders, and general administrative tasks in a timely and accurate manner
• Coach customers to become product experts, enabling increased self-sufficiency
• Take appropriate action to ensure customer expectations are met and exceeded
• Liaise with internal departments where required to resolve merchant queries
• Contribute to continuous improvement by identifying recurring merchant issues, recognising trends, and sharing insights with Team Leads and Management

• Previous experience demonstrating a strong interest or passion for technical support
• Ability to work independently and collaboratively within a team environment
• Strong written and verbal communication skills
• Effective administrative, planning, and organisational skills with strong attention to detail
• Ability to operate in a fast-paced environment while maintaining high-quality customer service standards
• Strong computer literacy, including proficiency in Microsoft Word, Excel, and Outlook

Fully Remote

2:30 PM – 11:00 PM (GMT)

At Payroc, we are committed to equal employment opportunity and to maintaining a working environment free from discrimination and harassment. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, colour, religion, national, social or ethnic origin, sex, age, physical, mental or sensory disability, sexual orientation, or any other status protected by applicable law in the locations where we operate.

Payroc is committed to providing reasonable accommodations for individuals with disabilities in employment, services, programmes, and activities. To request reasonable accommodation, please contact the Human Resources Department at

Compensation reflects labour market conditions across various UK geographic locations. Actual compensation may vary depending on factors such as location, relevant experience, and job-related skills and knowledge.

Depending on the role, additional compensation elements such as bonuses, incentives, or equity may form part of the overall remuneration package.

Payroc offers a comprehensive benefits package designed to support employee wellbeing, including healthcare, financial benefits, and wellness support.

Payroc is committed to protecting the privacy and security of personal information provided during the recruitment process. The Candidate Privacy Notice explains how personal data is collected, used, stored, and protected when applying for a role.

This notice applies to applicants located within the European Economic Area (EEA), United Kingdom, Canada, and other applicable jurisdictions. The full notice is available on the Payroc Careers Page under Frequently Asked Questions.

Payroc does not accept unsolicited CV submissions from recruitment agencies outside of established partnership agreements. CVs should not be submitted directly to Payroc HR or Payroc employees. Payroc is not responsible for any fees associated with unsolicited submissions.