Ecommerce Support Specialist — Onboarding & Live Help

Global Payments; Ireland; On-site; EUR 28,000 - 38,000; Full time

Job summary

Global Payments is seeking an eCommerce Support Representative to assist new and existing customers with onboarding and ongoing use of our payment solutions. You will handle tickets, chats and calls, explain complex technical information clearly, and collaborate across Product, Operations and Technical Support.

The role emphasizes a customer-centric approach, strong problem-solving and the ability to operate across multiple internal teams to ensure Day 1 readiness and ongoing success.

Qualifications

• A degree in IT, Computer Science or related discipline is desirable but not essential.
• Understanding of programming languages and real-world applications/services, especially HTML, XML and CSS, would be beneficial.
• Experience with Kibana or Grafana would be advantageous.
• 1 year of experience in a customer or technical support role is desirable.

Responsibilities

• Deliver first-line customer support for our e-commerce gateway and acquiring platforms.
• Manage incoming queries via phone, email, and web chat with prompt, professional assistance.
• Assist merchants with onboarding and Day 1 readiness 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 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.

Skills

Customer support

Technical support

Communication skills

Cross-functional collaboration

Problem solving

Multitasking

Education

Degree in IT / CS or related

Tools

Kibana

Grafana

Job description

Global Payments is seeking an eCommerce Support Representative to assist new and existing customers with onboarding and ongoing use of our payment solutions. You will handle tickets, chats and calls, explain complex technical information clearly, and collaborate across Product, Operations and Technical Support.

The role emphasizes a customer-centric approach, strong problem-solving and the ability to operate across multiple internal teams to ensure Day 1 readiness and ongoing success.