Technical Support Specialist - Payments New

EventsIT; Breda; On-site; EUR 36,000 - 42,000; Full time

Benefits offered by this job

3-days Global Onboarding program

Healthy lunches and snacks

Shuttle mobility card

Lease-a-bike options

CM company cars for client visits

Pension plan

25 vacation days + 10 additional days

Employee Share Purchase Program

CM Academy and Udemy courses

Vitality program

Weekly drinks and social events

Job summary

CM.com is seeking a Technical Support Specialist - Payments to be the first point of contact for the CM Payments platform, handling issues across online payments and IPP terminals. You will translate complex problems into clear solutions and collaborate across teams to improve the support process.

Based in Breda/Amsterdam, you will use AI tools to diagnose issues, assist with API integrations, and help customers configure the Payments Gateway.

Qualifications

• Fluent in Dutch and able to communicate technical concepts clearly.
• Completed HBO education in IT support / workplace management or MBO4 with relevant experience.
• Strong IT background, systems, APIs and troubleshooting logic.
• Experience in a support role is beneficial, with resilience handling difficult customers.

Responsibilities

• Be the first point of contact for Payment support questions.
• Analyze problems and identify underlying issues to resolve them.
• Handle a wide range of questions from PIN issues to API/terminal behavior.
• Process IPP terminal replacement and repair requests.
• Assist customers with Online Payments Gateway integration per API docs.
• Occasionally participate in onboarding/implementation activities.
• Collaborate with IPP and Professional Services stakeholders.
• Use AI to think through problems before escalation.
• Document recurring questions to improve future support.

Skills

Technical background

IT affinity

APIs

Troubleshooting

Dutch language

HBO IT support

MBO4 equivalent

Support experience

Resilience

Education

HBO IT support / workplace management

MBO4 with equivalent experience

Tools

Jira

Job description

Technical Support Specialist - Payments

First point of contact for all things CM Payments. You turn complex technical issues into clear solutions, and make support smarter along the way.

Details

• Location: Breda
• Salary: 3250 - 3750
• Level: Medior
• Team: Pay

What drives us

We turn every customer interaction into an opportunity. We connect conversations, customer data and payments with AI Agents so that companies can deliver personal customer journeys at scale: both online and in person.

"The entire customer journey. One platform"

What We Value

• Drive and Lead: You take initiative, make decisions and recognize opportunities. Making mistakes is part of moving forward.
• Grow and Learn: The growth of our colleagues and our customers is our priority. You like to experiment, learn continuously and actively share knowledge and insights with others.
• Together and Care: We work together and we believe that diverse perspectives lead to stronger outcomes. You value the social side of work, you show genuine interest and care about one another’s well-being.
• Speed and Change: By welcoming AI Agents into our organisation, we fundamentally change how work is done. You are comfortable with change and you love working in a high paced environment.

The Role

As a Technical Support Representative, you start in the support team within the Payments business unit. The team handles all customer support related to the CM Payments Platform for both online payments and IPP (in-person payment terminals at customer sites).

Payments that simply work matter enormously. That's the whole point of this role.

Right now, a large share of questions still gets escalated to our CSM/Development organization. The more we can take off their plate, the better.

You Will

• Be the first point of contact for Payment support questions
• Problem analysis: turning a customer’s question into the real underlying issue, and solving it
• A wide range of questions: a PIN that doesn't work, a till/cash register integration issue, transactions that are missing or incomplete, or unusual behavior in the API or the PIN terminal
• Replacement and repair requests for IPP terminals
• Online Payments Gateway integration: helping customers set things up themselves, following CM.com’s Payments Gateway API documentation
• Occasional involvement in onboarding and implementations, even though that's formally outside the scope of the role
• Close collaboration with stakeholders across IPP and Professional Services
• Use AI (Claude) to think things through and figure things out yourself before escalating
• Thinking beyond the ticket: how do you standardize, and document recurring questions so future support is faster?

The Technical Support Representative will report directly to the Lead Support. You will work directly with your 4 direct colleagues based in Amsterdam & Breda.

Customers range from government bodies and well-known retailers like Zeeman or TUI to plenty of SMEs. It's genuinely fun work: one day you're helping a government body, the next a well-known retailer, and the next a small business, sometimes all on the same day.

Questions come in via Teams calls and email to the support inbox. We use Jira for ticket handling. We're exploring to further innovate the support application landscape with our own CM.com application stack: MSC, HALO and AI Service.

Who you are

• A technical background with genuine affinity for IT: you understand systems, APIs and troubleshooting logic, and enjoy digging into detail rather than following a script
• You don't need to be a payments obsessive from day one, but you get why making payments simply work is genuinely satisfying.
• Fluent in Dutch, this is a hard requirement
• A completed HBO education in IT support / workplace management, or MBO4 with equivalent experience
• Some experience in a support role would be great
• The resilience to handle negative sentiment from frustrated customers and real satisfaction in turning it around

And You Are

• Available fulltime (40 hours/week), based in Breda or Amsterdam
• Genuinely curious about AI: You're actively experimenting with the newest models / products to supercharge yourself at work.

What We Offer

• Onboarding: Join our unique 3-days Global Onboarding program in our Headquarters in Breda, a deep dive into the culture of CM.com.
• Healthy food: Daily healthy lunches and snacks to keep you energized.
• Effortless commute: The Shuttle mobility card, commuting allowance and Lease-a-bike options get you where you need to be. We have CM company cars that you can use for client visits as well.
• Invest in your future: A solid pension plan.
• Time off: Recharge with 25 vacation days, plus the option to purchase 10 additional days.
• Own your success: Become a shareholder with our Employee Share Purchase Program.
• Your Development: We support your growth and development through initiatives like the CM Academy, Udemy courses, exclusive meetups with thought leaders, the Young Professional Program, and our own CM Business Adventure (CMBA), ensuring you're always learning and evolving
• Vitality: Our Vitality Team organizes a year-round vitality program to support a healthy body and mind for all colleagues. Think of stress prevention workshops, ergonomist visit, weekly bootcamps, yoga sessions and our CM sports day.
• Together at CM.com: Weekly drinks, board game nights, karaoke throwdowns, yearly ski trip, and more! We have something for everyone.

Our diverse perspectives fuel innovation and drive us forward. We welcome everyone, regardless of age, background, or beliefs.

Before you apply

We work on-site, move fast, and expect you to bring your own thinking. Priorities shift, AI is actively changing how we work and we embrace that reality. If that sounds like a great environment to you, we'd love to hear from you.

Note: For this position, we can only consider candidates who already hold a permanent work and residence permit for the Netherlands.