Merchant Support Specialist

Descripción de la oferta

As a Merchant Support Specialist for a Payment Service Provider (PSP), you will be responsible for providing technical and operational assistance to our merchants and businesses using our payment solutions. Your role will be key in resolving technical and operational issues related to payment integration, transaction management, and platform usage, ensuring our merchants have a smooth and efficient experience.

What You Will Need To Do

Merchant Support:
Provide proactive and reactive support to merchants to resolve questions and issues related to the payment platform.
Manage complex merchant cases from receipt to resolution, ensuring a quick and satisfactory response.

Technical and Operational Issue Resolution:
Diagnose technical issues related to payment solution integration (e.g., API integrations, gateways, transaction failures).
Help merchants identify and resolve issues related to failed payments, transaction discrepancies, and account adjustments.

Incident Management and Escalation:
Escalate complex issues to the technical or development team when necessary, ensuring that the merchant receives a timely solution.
Monitor the progress of escalated cases and keep merchants informed about the status of their incidents.

Education and Technical Assistance:
Guide merchants in the proper setup and use of our payment platform, explaining features, functionality, and best practices. Analysis and Feedback:
Gather data and recurring patterns from merchant inquiries to identify areas for improvement in the product or support process.
Provide constructive feedback to the development team on potential product improvements and system updates.

Record Keeping and Documentation:
Document all merchant interactions in the CRM or support tools, ensuring accuracy and up-to-date information. Contribute to the improvement and update of knowledge bases, user guides, and FAQs to facilitate self-service.

Compliance with Regulations and Standards:
Ensure that merchant support is provided in compliance with payment security regulations (e.g., PCI-DSS) and other regulatory requirements within the payment industry.

What You Will Need to Have

- Bachelor’s degree in Technology, E-commerce, Engineering, Business, or a related field.
- At least 2 years of experience in technical support or merchant services, preferably in the payments, fintech, or e-commerce industries.
- Experience working with payment gateways, PSPs, or digital wallets is highly valued.
- Strong proficiency in English (written and verbal); additional language skills are a plus.
- Individuals who are proactive, customer-centric, and passionate about delivering exceptional merchant support.
- Comfortable working in fast-paced, global environments and managing multiple support tasks efficiently.
- Willingness to collaborate across teams and communicate with merchants of varying technical backgrounds.

Why join FasterPay?
If you are eager to take your career to the next level in the payment industry, this is the opportunity for you. We offer:

- Competitive compensation depending on experience and skills.
- Career advancement opportunities across a global network.
- A dynamic, international team environment.
- Exposure to the fintech and gaming industries.
- Office-based role in Bogota office (Chapinero Alto, Bogota)

This role is perfect for someone eager to take on new challenges, make a meaningful impact, and thrive in a fast-paced, scale-up environment.

As part of our growing team in Bogota, you’ll have plenty of opportunities to accelerate your career and grow with us. With exciting expansion plans underway, now is the perfect time to join us on our mission to reshape global payments.

Please note: You must be authorized to work in Bogota, as we do not offer visa sponsorship or relocation support. Kindly submit the English Version of your CV and only shortlisted candidates will be contacted.

Requerimientos

• Educación mínima: Universidad / Carrera Profesional
• 2 años de experiencia
• Idiomas: Inglés

Palabras clave: mercaderista, comerciante, merchandiser, merchant, apoyo, support, soporte, especialista

Hace 17 horas (actualizada)

Acerca de FASTERPAY SAS

FasterPay SAS is a FCA-accredited company. In line with all global financial compliance regulations. We provide a secure global payments product with exceptional 24/7 customer service. We are looking to grow our team in Bogota, Colombia.