Ecommerce Support Specialist - Onboarding & Payments

Global Payments; Dublin; A distancia; EUR 28.000 - 38.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

Bonuses and equity awards

Wellness Week

FLEX family inclusion community

Paid time off

Descripción de la vacante

Global Payments in Dublin, Ireland is seeking an eCommerce Support Representative to help new and existing customers deploy and use our payment solutions. You will handle onboarding, Day 1 readiness, and ongoing support for digital platforms, explaining complex issues with clarity to both technical and non-technical customers.

The role requires strong written and verbal communication, collaboration across Product, Operations and Technical Support, and a proactive approach to improving customer

Formación

• A degree in IT, Computer Science or related discipline is desirable but not essential.
• Understanding of programming languages and real-world applications/services, in particular HTML, XML and CSS would be beneficial for your future development.
• Previous use of Kibana or Grafana would be advantageous.

Responsabilidades

• 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.

Conocimientos

Communication skills

Problem solving

Team collaboration

Multitasking

Technical aptitude

Educación

Degree in IT/CS

Herramientas

Kibana

Grafana

Google Suite

Descripción del empleo

Global Payments in Dublin, Ireland is seeking an eCommerce Support Representative to help new and existing customers deploy and use our payment solutions. You will handle onboarding, Day 1 readiness, and ongoing support for digital platforms, explaining complex issues with clarity to both technical and non-technical customers.

The role requires strong written and verbal communication, collaboration across Product, Operations and Technical Support, and a proactive approach to improving customer