eCommerce Payments Support Specialist — Onboarding & Troubleshooting

Global Payments; Leicester; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Health coverage

Bonus and equity eligibility

Wellness week with an extra day off

Flex family inclusion community

Job summary

Global Payments is seeking an eCommerce Support Representative in the United Kingdom to help customers operate and optimise our payment solutions. You will handle onboarding and Day 1 readiness, troubleshoot issues, and collaborate with Product, Operations and Technical Support teams to ensure smooth go-lives.

The role emphasizes clear communication, problem solving, and the ability to discuss technical concepts with both internal and external stakeholders.

Qualifications

• Degree in IT/CS or related discipline is desirable but not essential.
• Understanding of HTML, XML and CSS would be beneficial for your future development.
• Previous use of Kibana or Grafana would be advantageous.

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 elevate 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 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.
• 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.

Skills

Customer service

Communication skills

Multi-tasking

Cross-functional collaboration

Education

Degree in IT/CS or related field

Tools

Kibana

Grafana

G Suite / Google Docs, Sheets, Gmail

Job description

Global Payments is seeking an eCommerce Support Representative in the United Kingdom to help customers operate and optimise our payment solutions. You will handle onboarding and Day 1 readiness, troubleshoot issues, and collaborate with Product, Operations and Technical Support teams to ensure smooth go-lives.

The role emphasizes clear communication, problem solving, and the ability to discuss technical concepts with both internal and external stakeholders.