eCommerce Support Specialist: Onboarding & Payments

Global Payments; Dublin; On-site; EUR 32,000 - 42,000; Full time

Job summary

Global Payments is seeking a proactive customer support specialist to help merchants onboard and resolve issues across our e-commerce gateway and acquiring platforms. You will handle queries via phone, email, and web chat, document case logs, and collaborate with Product, Operations, and Technical Support to improve the customer experience.

The role requires at least 1 year in customer or technical support, knowledge of payment solutions, and strong communication; Google Docs/Sheets mastery is a

Qualifications

• 1+ year experience in a customer or technical support role.
• Experience with payment solutions and technologies is desirable.
• Clear communicator with strong written and verbal skills.
• Ability to collaborate cross-functionally to understand customer and business requirements.
• Ability to manage multiple projects and customers simultaneously and adapt.
• Excellent problem solving and critical thinking abilities.

Responsibilities

• Deliver first-line customer support for our e-commerce gateway and acquiring platforms.
• Manage queries via phone, email, and web chat with prompt, professional assistance.
• Assist merchants with onboarding and Day 1 readiness, ensuring go-live support.
• Amend merchant account details and update configuration settings as needed.
• Provide reports to merchants, including transaction summaries, fees, and settlement information.
• Troubleshoot issues and escalate to second-line teams as required.
• Track open cases and ensure timely resolution and satisfaction.
• Support merchants during minor migrations and platform transitions.
• Monitor live activity post-launch and raise risks or incidents as needed.
• Maintain detailed case logs using internal ticketing systems.
• Collaborate with Product, Operations and Technical Support to share feedback and align.
• Identify trends in queries and contribute to improving internal docs and knowledge base.
• Suggest enhancements to support workflows and customer experience.
• Represent the company professionally and courteously at all times.

Skills

Customer support

Communication

Problem solving

Cross-functional

Multitasking

Attention to detail

Analytical thinking

G Suite basics

Google Docs

Google Sheets

GMail

Kibana

Grafana

Tools

Google Docs

Google Sheets

GMail

Kibana

Grafana

Job description

Global Payments is seeking a proactive customer support specialist to help merchants onboard and resolve issues across our e-commerce gateway and acquiring platforms. You will handle queries via phone, email, and web chat, document case logs, and collaborate with Product, Operations, and Technical Support to improve the customer experience.

The role requires at least 1 year in customer or technical support, knowledge of payment solutions, and strong communication; Google Docs/Sheets mastery is a