Payment Support Specialist (1 year convertible / $4000 / Central / Hybrid)

JAC Recruitment Pte. Ltd.; Singapore; On-site; SGD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking an Operational Support Specialist to join their dynamic team. This entry to mid-level role involves providing first-line support to merchants around the clock, addressing a variety of queries from technical issues to administrative tasks. You will play a crucial role in enhancing the customer experience by communicating merchant feedback to product teams and optimizing processes for scalability. If you are passionate about customer support and eager to make a difference in a fast-paced environment, this opportunity could be your next career move.

Qualifications

• Entry to mid-level role requiring customer support and technical troubleshooting skills.
• Strong communication and problem-solving abilities are essential.

Responsibilities

• Provide in-depth support to merchants via phone and email.
• Optimize processes and act as a bridge between support functions.

Skills

Customer Support

Technical Troubleshooting

Communication Skills

Problem-Solving

Process Optimization

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

Web-based Support Tools

Email Communication

Job description

Operational Support Specialist

The Operational Support team offers first-line 24/7 support to merchants worldwide via email and phone. The team consists of individuals based in Amsterdam, Madrid, Chicago, and Singapore, who take shifts during their respective office hours to handle merchant queries and solve their issues. You will be part of the first line of support, helping merchants on a wide variety of topics, from technical to administrative tasks.

This team is extremely merchant-focused, operates in a fast-paced environment, and consists of highly motivated team members. Extensive payments knowledge, a thorough technical grasp of our platform, and a proactive attitude towards helping our merchants characterize the team.

This position is entry to mid-level.

Please note that this is a 1-year contract role, subject to renewal.

What you will do

As an Operational Support Specialist, you will get the opportunity to understand our merchants' challenges and needs. Additionally, you will communicate feedback internally to product teams to create impact by improving our platform and processes. There are many opportunities to create value—you are free to work with colleagues across different teams to sharpen ideas and make them a reality to benefit our merchants.

Besides assisting merchants, you will also act as the bridge between different Support and Operational functions (e.g., Account Managers, Tech Support, In-Person Payments teams & Product), identifying and troubleshooting issues, providing feedback, and offering ideas on how to enhance our customer experience.

1. Answer in-depth merchant requests about the platform and provide the necessary guidance.
2. Optimize and automate processes, with a strong focus on scalability.
3. Be an internal product advocate, track product processes, and contribute to the platform by feeding back feedback and issues you receive from merchants.
4. Serve as a payment specialist for merchants, actively helping them optimize their accounts and grow their businesses by utilizing the features of our platform.
5. Provide technical and operational assistance to merchants, troubleshooting via phone, web-based tools, and email.

Interested candidates who wish to apply for the above positions, please click "Apply now".

We regret that only shortlisted candidates will be notified.

JAC Recruitment Pte. Ltd.

EA License No: 90C3026

EA Personnel No: R1552289

EA Personnel Name: Tey Tai Nian