Merchant and Technical Support Specialist

hace 4 días


Madrid, Madrid, España Empresa Reconocida A tiempo completo
Role Overview

The Merchant and Technical Support Team is the primary point of contact for merchants, addressing technical issues that arise in our products and services. As a key member of this team, you will work closely with other regions to ensure merchants receive a high-quality experience in DCC, Tax Free, and Payment operations, 24/7.

Key Responsibilities
  • Provide first-line technical and administrative analysis and resolution to issues raised by customers, escalating to other departments when necessary.
  • Maintain the incident tracking system throughout the ticket life cycle, from issue input to resolution.
  • Develop strong relationships with key customers in your assigned regions, maintaining proactive and clear communication.
  • Assign priorities to reported issues based on experience and knowledge of the systems used by customers in your region.
  • Document knowledge and Customer Support procedures in our knowledge management platform.
Requirements
  • Strong customer service/support attitude, ideally with experience in a similar Merchant and Technical Partners Support Agent role.
  • Excellent skills in MS Office, particularly MS Excel and Outlook.
  • Experience in the Card Payment industry is a significant asset.
What We Offer
  • Competitive pay, evaluated annually to ensure market competitiveness.
  • Growth opportunities, including senior roles and technical expertise development.
  • A diverse and inclusive work environment, reflecting the world we serve.


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