Merchant Support

Paynamics; Makati; On-site; PHP 223,000 - 446,000; Full time

Job summary

Paynamics Technologies Inc. is hiring for a Merchant Support specialist in Makati, Philippines. The role handles inbound inquiries via phone, email, and chat, resolving Level 1 non-technical issues and maintaining thorough transaction logs.

You will identify root causes, provide solutions, and escalate complex cases to Level 2 or other teams. The position requires a Bachelor's degree and 1+ year in BPO/payments, with strong English communication skills.

Qualifications

• Bachelor's degree in business, computer, or related field.
• 1+ year in BPO, Payments, Financial Tech, or Banking preferred.
• Proficiency in MS Office (Word, Excel) and strong written/verbal English.

Responsibilities

• Track, monitor, and resolve inbound merchant inquiries via phone, email, and chat within agreed service levels.
• Troubleshoot Level 1 non-technical product or service issues using established procedures.
• Identify root causes of issues and provide effective solutions.
• Maintain accurate transaction records and merchant interaction logs.
• Escalate complex cases to Level 2 or other teams (Sales, Marketing, Finance, Compliance, etc.).
• Provide clear guidance to merchants for self-resolution where possible.
• Prepare reports and assist with ad-hoc projects.
• Maintain up-to-date knowledge of Paynamics products and services.
• Act as a liaison between internal teams and external legal counsel for all legal matters.

Skills

English communication

Problem solving

Attention to detail

MS Office

Adaptability

Education

Bachelor's degree in business/computer or related field

Tools

Freshdesk

JIRA

Job description

Join Our Team at Paynamics Technologies Inc.!

Company Description

As a BSP-licensed Electronic Money Issuer and Registered Operator of Payment Systems, Paynamics is a trusted leader in the fintech space.

We deliver end-to-end payment infrastructure that empowers every layer of the economy—from SMEs and conglomerates to government agencies and financial institutions. Whether it's payment acceptance, disbursement, or full wallet ecosystems, our modular platforms are designed to address the complexities of scale, compliance, and interoperability.

Through our secure and innovative technologies, we help shape and empower the Philippines' digital landscape driving financial inclusion, enabling digital transformation, and building a more connected, digital-first economy.

Job Description

• Track, monitor, and resolve inbound merchant inquiries via phone, email, and chat within agreed service levels
• Troubleshoot Level 1 non-technical product or service issues using established procedures
• Identify root causes of issues and provide effective solutions
• Maintain accurate transaction records and merchant interaction logs
• Escalate complex cases to Level 2 or other teams (Sales, Marketing, Finance, Compliance, etc.)
• Provide clear guidance to merchants for self-resolution where possible
• Prepare reports and assist with ad-hoc projects
• Maintain up-to-date knowledge of Paynamics products and services
• Act as a liaison between internal teams and external legal counsel for all legal matters.

Qualifications

• Bachelors degree in a business, computer, or related field
• 1+ year in BPO, Payments, Financial Tech, or Banking preferred
• Proficiency in MS Office (Word, Excel)
• Strong attention to detail, problem-solving skills, and adaptability
• Excellent written and verbal English communication skills
• Familiarity with ticketing systems like JIRA or FreshDesk is a plus
• Willingness to work shifts, weekends, and holidays