Merchant Support Specialist – Fintech Helpdesk

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

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.