Customer Support Specialist

The Purpose

The Customer Support Analyst II plays a vital role in providing exceptional technical and functional support to our clients, ensuring a seamless and positive experience with our payment services. This position is ideal for a proactive and detail-oriented individual with proven experience in resolving complex customer inquiries and a passion for delivering world-class support. As a key member of our global Payment Services Support team, you will contribute to our mission of operational excellence and client satisfaction.

• Merchant Onboarding:
• Configure and onboard merchants of our PSP clients for various payment methods
• Configure merchants of our PSP clients
• Assist with the technical setup of our PSPs
• Understand and take ownership of the merchant onboarding lifecycle from beginning to end, facilitating merchant activation and revenue generation
• Be involved in the full client lifecycle, from pricing structure approval to setup in PPRO systems, to ensure fast activation
• Assist PPRO clients with follow-up questions related to client and merchant onboarding requests
• Client Support:
• Troubleshoot client issues and open Jira tickets to report errors to relevant teams
• Handle requests from acquiring partners and coordinate with the respective clients
• Proactively follow up on raised items within a reasonable timeframe
• Advise clients on billing and reconciliation issues, collaborating with relevant departments
• Clarify settlement and payout timelines for clients and partners, ensuring transparency
• Verify payment status, trace payments in our records, and provide status updates
• Support clients and partners with general inquiries related to payment processing
• Identify and report recurring issues to improve internal processes
• Collaborate with internal teams to ensure efficient issue resolution
• Support clients with the implementation and integration of payment services
• Provide guidance with the API reference and technical requirements
• Analyze conversion rates and offer recommendations for optimization
• Maintain clear and structured documentation of client interactions and reported cases
• Provide missing invoices and settlement reports upon client request
• Process client requests for account and address updates, including receiving and processing necessary documentation for bank and address changes

• 2-3 years of experience in a customer support role, preferably within the payments or financial technology industry
• Proven ability to troubleshoot and resolve complex technical and functional issues
• Strong understanding of payment processing concepts, including local payment methods
• Excellent problem-solving, analytical, and critical-thinking skills
• Exceptional written and verbal communication skills in English
• Proficiency in using support ticketing systems (Zendesk, Freshdesk)
• Strong customer-centric approach with a genuine desire to help and advocate for clients
• Ability to work as a team as part of a global, cross-functional team
• Demonstrated ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced environment

• Experience with merchant onboarding processes
• Familiarity with API integrations and troubleshooting
• Plus Bachelor's degree in a related field (e.g., Information Technology, Business Administration

Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation, so you can strike the balance between office and home working. In addition to our 30-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year

Learning and Development - We offer a €500 annual budget to support your professional growth—because investing in your development benefits us all. In addition, we provide leadership cafés, on-the-job training, and other opportunities to help you grow your skills and thrive in your role.

Insurance - Because better safe than sorry - we want our employees to benefit from various insurances including accident insurance, disability insurance, direct insurance (bAV) and travel insurance.

Enhance Family Leave - We understand the importance…