Ecommerce Support Specialist - Onboarding & Tech Help

Global Payment Holding Company; Dublin; On-site; EUR 30,000 - 42,000; Full time

Job summary

Global Payment Holding Company is seeking an eCommerce Support Representative in Ireland to assist new and existing customers with onboarding and daily use of our payment solutions. You will handle onboarding, Day 1 readiness, and ongoing support across email, chat, and phone channels.

You will collaborate with Product, Operations and Technical teams to resolve issues, provide reports, and contribute to knowledge base improvements while maintaining a professional customer-focused approach.

Qualifications

• 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.

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 escalate 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.

Skills

Customer support

Payment solutions knowledge

Clear communication

Cross-functional collaboration

Problem solving

Organizational skills

Google/Microsoft Office

Education

IT/CS degree desirable

Tools

Kibana

Grafana

HTML/CSS knowledge

Job description

Global Payment Holding Company is seeking an eCommerce Support Representative in Ireland to assist new and existing customers with onboarding and daily use of our payment solutions. You will handle onboarding, Day 1 readiness, and ongoing support across email, chat, and phone channels.

You will collaborate with Product, Operations and Technical teams to resolve issues, provide reports, and contribute to knowledge base improvements while maintaining a professional customer-focused approach.