Job Description

PURPOSE

The eCommerce Support Representative is a supporting role responsible for helping new and existing customers successfully operate and utilise our payment solutions. As this role reports into our Ecommerce support team there will be elements of support for our array of digital solutions. The role will focus on providing effective and efficient technical onboarding and in-life support to our customers, and supporting our internal business units.

The successful candidate will be passionate about providing customers with exceptional levels of customer service and have a desire to impress. Day to day you will be expected to respond to incoming support tickets in a calm and professional manner, assist new customers with their implementation efforts and handle escalations. You will need to engage with people at all technical levels, both internally and externally, therefore the ability to discuss, and where required simplify, technical information about complex issues, back-end systems and mobile applications is essential.

DUTIES AND RESPONSIBILITIES

• Deliver first-line customer support for our e-commerce gateway and acquiring platforms.
• Manage incoming queries via phone, email, and web chat, providing prompt and professional assistance.
• Assist merchants with onboarding and Day 1 readiness, ensuring they are fully supported from go-live.
• Amend merchant account details and update configuration settings as needed.
• Provide standard reports to merchants, including transaction summaries, fees, and settlement information.
• Troubleshoot common issues and escalate technical or complex cases to second-line teams.
• Track and follow up on open support cases to ensure timely resolution and customer satisfaction.
• Participate in product and platform transitions by supporting merchants through minor migration tasks.
• Monitor live merchant activity post-launch and raise any risks, incidents, or anomalies to the relevant teams.
• Maintain detailed and accurate case logs using internal ticketing systems.
• Collaborate with internal stakeholders (e.g. Product, Operations, Technical Support) to share feedback and ensure alignment.
• Identify trends in queries and contribute to improving internal documentation and knowledge base articles.
• Support continuous improvement by suggesting enhancements to support workflows and customer experience.
• Represent the company in a professional, courteous, and customer-focused manner at all times.

COMPETENCIES (KNOWLEDGE / SKILLS or ABILITIES / BEHAVIOUR)

• A minimum of 1 years experience working in a customer or technical support role is desirable.
• Previous experience of working with payment solutions and technologies.
• Enthusiasm and desire to succeed, we encourage a winning mentality.
• Clear communicator with excellent written, verbal and listening skills.
• Ability to collaborate cross-functionally to understand customer and business requirements.
• Ability to manage multiple projects and customers simultaneously, set priorities and adapt to changing conditions.
• Excellent problem solving and critical thinking skills and able to break down complex problems into manageable components.
• Excellent customer service skills and the ability to maintain and build relationships both internally and externally.
• Proficient with Google (ideally) or Microsoft productivity suites - Docs, Sheets, GMail specifically.
• Identifying and embracing new ideas to enhance our service, products or personnel.
• Be flexible in your approach to the needs of our customers and the business.

QUALIFICATIONS / REQUIREMENTS

• A degree in IT, Computer Science or related discipline is desirable but not essential.
• Understanding of programming languages and real-world applications/services, in particular HTML, XML and CSS would be beneficial for your future development.
• Previous use of Kibana or Grafana would be advantageous.