Ecommerce Support Specialist — Onboard & Delight Merchants

Global Payments Inc.; Dublin; On-site; EUR 30,000 - 46,000; Full time

Job summary

Global Payments Inc. is seeking a customer support specialist to join our payments technology team in Ireland. You will handle first-line support for our e-commerce gateway and acquiring platforms, guiding merchants through onboarding and Day 1 readiness, and ensuring they are fully supported from go-live.

You will troubleshoot issues, update merchant configurations, provide standard reports, and collaborate with Product, Operations and Technical Support to improve the customer experience.

Qualifications

• 1+ years in customer or technical support
• Experience with payment solutions
• Strong written and verbal communication
• Ability to collaborate cross-functionally
• Proficiency with Google or Microsoft productivity suites
• Willingness to learn and adapt

Responsibilities

• Provide first-line support for e-commerce gateway and acquiring platforms.
• Handle queries via phone, email, and web chat.
• Assist merchants with onboarding and Day 1 readiness.
• Amend merchant accounts and configuration settings.
• Provide standard reports (transactions, fees, settlements).
• Troubleshoot issues and escalate complex cases.
• Track and follow up on open support cases.
• Support merchants through minor migrations during product/platform transitions.
• Monitor live merchant activity and raise risks/incidents.
• Maintain detailed case logs in internal systems.
• Collaborate with Product/Operations/Technical Support for feedback.
• Identify trends and help improve knowledge base articles.
• Suggest workflow improvements for customer experience.

Skills

Customer service

Communication skills

Problem solving

Cross-functional collaboration

Multitasking

Attention to detail

Education

Degree in IT or CS

Tools

Google Workspace

Docs

Sheets

GMail

Job description

Global Payments Inc. is seeking a customer support specialist to join our payments technology team in Ireland. You will handle first-line support for our e-commerce gateway and acquiring platforms, guiding merchants through onboarding and Day 1 readiness, and ensuring they are fully supported from go-live.

You will troubleshoot issues, update merchant configurations, provide standard reports, and collaborate with Product, Operations and Technical Support to improve the customer experience.