MERCHANT HELPDESK SUPPORT SPECIALIST

FINGATE PAYMENTS SDN. BHD.; Selangor; On-site; MYR 28,000 - 50,000; Full time

Benefits offered by this job

Travel allowance

Toll & Parking

Company phone

Leave & holidays

EPF/SOCSO/EIS

Job summary

Jora Malaysia seeks a driven first-line technical support role to assist merchants with payment processing issues and onboarding. You will troubleshoot transactions, educate clients on payment gateways and POS terminals, and maintain meticulous records of interactions.

Fresh graduates are welcome; strong communication in English and Bahasa Malaysia is required. The role involves cross-functional collaboration and opportunities for process improvement within a fast-growing FinTech environment.

Qualifications

• Minimum SPM, Diploma, or Professional Certificate in IT, Engineering, or equivalent fields.
• Fresh graduates welcome and encouraged to apply.
• Must possess own transportation.
• Good interpersonal skills, well-disciplined, with a strong, positive work attitude.
• Languages: Fluent in English and Bahasa Malaysia.
• Knowledge of POS terminal is an added advantage.

Responsibilities

• Provide timely, multi-channel support (Phone, Email, Live Chat) for payment processing systems, addressing transaction failures, connectivity issues, and merchant onboarding.
• Efficiently troubleshoot basic online and offline payment processing issues, utilizing internal tools, documentation, and knowledge bases.
• Educate merchants and clients on how to effectively operate payment gateways and POS terminals.
• Deliver prompt, professional, and courteous service to maintain high client satisfaction and seamless onboarding.
• Maintain clean, precise records of customer interactions, technical issues, and resolution steps.
• Continuously suggest improvements to streamline support workflows, elevate team efficiency, and enhance the merchant experience.
• Partner closely with Account Managers and Sales teams to provide technical insights during pre-sales and post-sales interactions.
• Actively participate in team case studies, knowledge-sharing sessions, and training initiatives to upgrade domain expertise.
• Assist with any assigned tasks or special projects as designated by immediate supervisors.

Skills

Customer service

Technical troubleshooting

Multichannel support

Documentation

Education

SPM/Diploma/Professional Certificate in IT/Engineering

Tools

POS terminals

Payment gateway systems

Knowledge bases

Job description

Jora Malaysia will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

This role offers an exciting, hands‑on opportunity to solve merchant inquiries and support our expanding client base. You will gain valuable practical experience while developing key skills essential for a successful career in customer services, quality assurance, and system management within the fast‑growing FinTech industry.

SCOPE OF WORK

1. First‑Line Technical Support & Troubleshooting

Technical Assistance: Provide timely, multi‑channel support (Phone, Email, Live Chat) for payment processing systems, addressing transaction failures, connectivity issues, and merchant onboarding

Issue Resolution: Efficiently troubleshoot basic online and offline payment processing issues, utilizing internal tools, documentation, and knowledge bases

2. Merchant Onboarding & Educational Empowerment

User Guidance: Educate merchants and clients on how to effectively operate payment gateways and POS terminals

Client Satisfaction: Deliver prompt, professional, and courteous service to maintain high client satisfaction and seamless onboarding

3. Data Documentation & Process Improvement

Accurate Records: Maintain clean, precise records of customer interactions, technical issues, and resolution steps.

Process Optimization: Continuously suggest improvements to streamline support workflows, elevate team efficiency, and enhance the merchant experience

4. Cross‑Functional Collaboration & Continuous Learning

Cross‑Team Synergy: Partner closely with Account Managers and Sales teams to provide technical insights during pre‑sales and post‑sales interactions.

Team Growth: Actively participate in team case studies, knowledge‑sharing sessions, and training initiatives to upgrade domain expertise

Ad‑hoc Support: Assist with any assigned tasks or special projects as designated by immediate supervisors

REQUIREMENTS

Education: Minimum SPM, Diploma, or Professional Certificate in IT, Engineering, or equivalent fields

Fresh graduates are welcome and strongly encouraged to apply

Must possess own transportation

Good interpersonal skills, well‑disciplined, with a strong, positive work attitude.

Languages: Fluent in spoken and written English and Bahasa Malaysia.

Knowledge of POS terminal is an added advantage

EMPLOYEE BENEFITS

Traveling allowance provided according to vehicle type (Motorbike / Car)

Full claims available for Toll & Parking incurred during work trips

Official helpdesk mobile phone provided for official communication and onsite support.

Annual Leave, Sick Leave, and 17 Days Public Holiday entitlement

Statutory Contributions: Full EPF, SOCSO, and EIS contributions

Professional Growth & Workplace Culture

Step‑by‑step technical coaching to master payment gateway systems, POS terminals, and customer support tools

Gain valuable, practical experience in the fast‑paced financial technology and digital payments industry