Payment Support Specialist

buscojobs España; Jaén; Presencial; EUR 25.000 - 35.000; Jornada completa

Descripción de la vacante

A leading company in omnichannel payments is expanding its Customer Support department across Spain and France. The role involves managing support requests, resolving payment issues, and ensuring excellent service delivery. Candidates should be fluent in English and French with proven experience in customer support, particularly in the payment industry. Additional benefits include private health insurance, language courses, and a permanent contract.

Servicios

Private health insurance

Free fruits and coffee

Participation in technical projects

Language courses

Engagement events

Formación

• Fluent in English and French.
• Proven experience in customer support within the payment industry.
• Strong problem-solving skills for diagnosing and resolving complex issues.

Responsabilidades

• Manage the backlog of Level 1 support requests and ensure SLA commitments are met.
• Diagnose and resolve payment-related issues such as transaction failures.
• Maintain a positive customer relationship to enhance the company's reputation.

Conocimientos

Communication

Problem-solving

Interpersonal skills

Herramientas

Excel

Notepad++

Descripción del empleo

PayXpert is a pioneer in omnichannel payments and a subsidiary of the Société Générale group. We serve a diverse array of local and international brands both online and in-store, spanning various sectors. Our vision is to create a payment ecosystem that fosters an inclusive commerce experience for all.

We have developed services focusing on revenue optimisation, performance enhancement, fraud prevention, and seamless payment orchestration. Our expertise includes cross-border payments and alternative payment methods such as Alipay+ and WeChat Pay. Our solutions are designed with accessibility in mind, including features for the visually impaired.

PayXpert is part of Societe Generale Group.

The Department :

The team operates within the main operational unit of PayXpert. It is a small, diverse team with members in Spain and France, using languages such as English, French, and Spanish. Collaboration is key, both internally with other teams and externally with merchants and partners across various countries and business sectors. The team is dynamic and makes decisions that are operationally and financially significant.

The Role :

Our Customer Support department, spanning Spain and France, is growing rapidly to provide excellent payment support. We are committed to delivering exceptional service and seamless payment experiences for our clients.

1. Manage the backlog of Level 1 support requests and ensure SLA commitments are met.
2. Diagnose and resolve payment-related issues such as transaction failures, billing discrepancies, and terminal malfunctions.
3. Escalate complex cases to technical teams to minimize customer disruption.
4. Collaborate with internal stakeholders to resolve issues efficiently.
5. Maintain a positive customer relationship to enhance the company's reputation and trust.
6. Keep the knowledge base and back-office tools accurate and up-to-date.
7. Be available to operate on duty-call outside regular business hours, as required.

Position Requirements :

• Fluent in English and French.
• Excellent communication and interpersonal skills.
• Proven experience in customer support within the payment industry.
• Strong problem-solving skills for diagnosing and resolving complex issues.
• Knowledge of payment processes, e-commerce, and POS terminal operations.
• Ability to handle customer feedback and contribute to service improvements.
• Proficiency in Excel and Notepad++.

Additional benefits include private health insurance, 38 working hours per week, free fruits and coffee, a permanent contract, participation in technical projects, language courses, and engagement events. We promote an inclusive, gender-balanced workplace with equal opportunities and flexible working conditions.