Payment & POS Technical Support Specialist

About the role

We are looking for a Payment & POS Technical Support Specialist to provide day-to-day technical and operational support to clients and merchants across payment operations, POS and e-commerce setups, integrations, transactions, onboarding, and technical issue resolution. This is a client-facing role for someone who has experience in working with international customers, offshore teams, merchants, internal technical stakeholders, and external partners. You will assess client issues, provide clear guidance, resolve issues within scope, and coordinate escalations through to resolution.

Key responsibilities

• Serve as a first point of contact for client and merchant technical and operational requests
• Provide responsive support through email, chat, and phone
• Understand client issues, assess the appropriate next steps, and provide clear, practical guidance
• Troubleshoot basic POS, payment, access, configuration, and platform-related issues
• Assist clients with payment systems, payment methods, and related system configurations
• Support e-commerce platform setup and troubleshooting
• Assist with basic integration requirements and troubleshoot minor integration issues
• Support new merchants throughout onboarding, including setup and configuration
• Process manual financial transactions in accordance with established procedures, including refunds, reversals, rebills, captures, and chargebacks
• Accurately document cases, requests, and resolutions in the ticketing system and internal documentation tools

About you

• Bachelor's Degree in any field
• 1–2 years of experience in technical support, POS support, payment operations, merchant support, technical account support, or a similar role
• Strong written and verbal English communication skills
• Above-average logical, numerical, and verbal reasoning
• Strong attention to detail and accuracy, particularly when handling transactions or client information
• Comfortable working with technology, systems, and multiple applications
• Strong analytical and problem-solving abilities
• Comfortable working under pressure while maintaining accuracy and professionalism
• Proficient in Google Workspace and/or Microsoft Office
• Proactive, collaborative, and solutions-focused

Benefits

• Competitive salary package
• Professional development opportunities
• Hybrid work arrangement
• Company-provided equipment
• Day 1 HMO
• Life insurance