Customer Support Agent

TPF; Newport; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading financial services firm seeks a Customer Support Agent dedicated to providing excellent service to clients across various products. The role encompasses handling support inquiries, diagnosing issues, and contributing to internal knowledge bases. Ideal candidates will possess customer support experience within payment processing environments, showcasing excellent communication and troubleshooting skills.

Benefits

On the job training

Flexible working conditions

Competitive Salary

Daily Lunch allowance

Private Medical Insurance

Gym allowance

Training and development opportunities

Birthday/anniversary gifts

Qualifications

• Experience in customer support, ideally in payment processing or financial services.
• Basic knowledge of APIs and payment gateway integrations.
• Strong problem-solving skills and ability to aid non-technical users.

Responsibilities

• Handle inbound support inquiries via tickets, calls, or emails from merchants and users.
• Diagnose and solve issues relating to transactions and wallet payments.
• Monitor transaction performance and escalate issues to appropriate teams.

Skills

Troubleshooting

Communication

Customer Support

Technical Analysis

Tools

APIs

Webhooks

Job description

About Us

At TPF, we believe that payments are an essential part of our complex daily lives, and they should be as simple as possible. Managed by professionals with a successful track record in financial services, TPF is a fully licensed Electronic Money Institution committed to empowering businesses and individuals with effortless ways to make and take payments.

Through a combination of expertise, cutting-edge technology, and standout customer support, we aim to become a global leader in digital payment solutions. We embrace unconventional businesses with unique needs or those operating in emerging sectors, providing business accounts, payment processing services, digital wallets, and payment gateways to help them grow quickly and safely.

About the Role:

As a Customer Support Agent, you will play a key role in delivering exceptional service to our clients across TPF’s suite of products, including wallets and acquiring solutions. You will be the first point of contact for customer inquiries, providing timely and effective support via email or ticketing systems. Reporting to the Manager, you will work closely with internal teams to resolve issues, improve customer experience, and contribute to the smooth operation of our support function.

Key Responsibilities:

• Handle inbound support tickets, emails, and calls from both merchants and wallet users.
• Diagnose and resolve issues related to transaction processing, disputes, wallet payments, and general inquiries while delivering a high standard of customer service.
• Assist personal and business wallet users with account creation, identity verification, and troubleshooting.
• Support the configuration and administration of merchant accounts, including service activations, processing parameters, and user credential updates.#
• Provide first-line support to merchants and developers integrating with our APIs, SDKs, or hosted payment solutions.
• Troubleshoot connectivity, configuration, and transaction-related issues, escalating complex cases as needed.
• Monitor transaction and system performance, proactively identify anomalies or recurring issues, and escalate risks or weaknesses in processes or performance to the appropriate teams.
• Contribute to the development and maintenance of internal knowledge bases, FAQs, and support documentation to improve resolution times and overall client experience.
• Stay up to date with internal procedures and regulatory expectations relevant to your department.#
• Ensure all activities follow internal policies and assist in highlighting any procedural gaps to management.

What We are Looking For:

• Experience in customer support, preferably in a payment processing or financial services environment.
• Basic knowledge of APIs, webhooks, and payment gateway integrations.
• Familiarity with card acquiring, transaction processing, and fraud prevention.
• Strong troubleshooting skills with the ability to analyze logs and error messages.
• Excellent communication skills and the ability to explain technical concepts to non-technical users.
• Ability to work independently and manage multiple support cases simultaneously.
• Knowledge of PCI DSS compliance and data security best practices (preferred)
  

What We Offer:

• On the job training in a constructive environment with great exposure.
• Flexible working conditions.
• Competitive Salary.
• Daily Lunch allowance.
• Private Medical Insurance.
• Gym allowance - available after probation period.
• Training and development opportunities - available after probation period.
• Birthday/anniversary gifts.