IT Technical Support

Job Duties & Responsibilities

Level 1 Technical Support

● Respond to and resolve Level 1 technical questions from International clients and their

customers via phone, email, or chat. These may involve, but are not limited to, the following:

○ Handle initial technical inquiries from clients/customers.

○ Use multiple communication channels (phone, email, chat).

○ Resolve basic technical issues and provide clear instructions.

User Administration

● Add or remove users from the system.

● Reset user access (e.g., password resets).

Reports and Data Handling

● Input or process data into systems accurately.

● Ensure data entry is correct and timely.

● Extract and generate reports based on preset configurations to provide clients with needed

information.

● Follow predefined report configurations/templates.

Client Support

● Assist clients with running simple queries.

● Help clients troubleshoot data-related issues.

● Help clients set up and configure e-commerce platforms, and provide troubleshooting and

integration support for payment methods and system setup.

● Coordinate customer requests with internal teams, partners, or third-party vendors for

complex issues.

● Ensure clients receive timely and effective solutions by facilitating communication across

departments.

● Ensure high-quality service delivery as the face of Payreto to clients, maintaining strong

relationships.

Transactions Management

● Process manual financial transactions (refund, reversal, rebill, capture, chargeback).

● Follow the correct process for each transaction type.

● Ensure all transactions are accurately recorded and completed within defined procedures.

System Configuration and Integration

● Assist with basic system setup/configurations.

● Support predefined tasks such as system integration and merchant onboarding.

● Help clients integrate systems based on predefined configurations.

● Troubleshoot minor integration issues.

● Provide support for technology integration to maintain smooth operational flow across

systems

Merchant Onboarding

● Assist new merchants with the onboarding process (setup and configuration).

Documentation

● Accurately document each case and issue within the ticketing system or internal

documentation tools. Maintain detailed records to ensure proper follow-up and support

improvements.

Adhoc Tasks

● Continuously develop expertise in Payreto applications and supported technologies, such

as PSP gateways. Stay updated on industry trends to improve service quality and better

support clients.

● Execute other duties and responsibilities as assigned by the immediate supervisor or

manager.

● Proactively identify and recommend initiatives to enhance departmental efficiency.

● Demonstrate flexibility in extending working hours as necessary to meet business needs.

Qualifications & Requirements:

● Bachelor’s degree in Accounting or Finance

● At least 2 years of relevant full-cycle/end to end accounting experience

● Solid foundation in accounting principles

● Proficiency in MS Excel and basic accounting software

● Knowledge of journal entries, reconciliations, and financial reporting basics

● Knowledge of collaboration tools (Slack, MS Teams)

● Strong organizational and documentation skills

● Exposure to financial reporting cycles (monthly/quarterly/year-end)

● High accuracy and attention to detail

● Dependable and committed to meeting deadlines

● Willingness to learn and adapt in a client-service environment

Pay: Php25,000.00 - Php35,000.00 per month

Work Location: Hybrid remote in Makati