Customer Support Specialist - Ecommerce

Total System Services; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

A leading company in payments technology seeks a Customer Support Specialist to provide exceptional service to new and existing customers. This role entails technical onboarding and ongoing support for payment solutions, requiring strong communication skills and experience in customer service. Ideal candidates should demonstrate an ability to simplify complex technical information and work efficiently in a collaborative environment.

Qualifications

• Minimum 1 year experience in customer or technical support.
• Experience with payment solutions and technologies preferred.
• Clear communication and excellent customer service skills.

Responsibilities

• Deliver first-line support to merchants across multiple payment products.
• Respond to queries related to account settings and fund settlements.
• Assist in training and documentation efforts.

Skills

Customer Service

Technical Support

Communication

Problem Solving

Education

Degree in IT, Computer Science or related discipline

Tools

Google Productivity Suite

Microsoft Productivity Suite

Job description

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

PURPOSE

The Customer Support Specialist is a supporting role responsible for helping new and existing customers successfully operate and utilise our payment solutions. As this role reports into our Ecommerce support team there will be elements of support for our array of digital solutions. The role will focus on providing effective and efficient technical onboarding and in-life support to our customers, and supporting our internal business units.

The successful candidate will be passionate about providing customers with exceptional levels of customer service and have a desire to impress. Day to day you will be expected to respond to incoming support tickets in a calm and professional manner, assist new customers with their implementation efforts and handle escalations. You will need to engage with people at all technical levels, both internally and externally, therefore the ability to discuss, and where required simplify, technical information about complex issues, back-end systems and mobile applications is essential.

Please note this is a 7-month contract

DUTIES AND RESPONSIBILITIES

• Deliver first-line support to merchants across multiple payment products via phone, email, and web chat

• Track and update progress of merchants transitioning from the legacy gateway to the new platform

• Respond to queries related to account settings, fund settlements, and fee breakdowns

• Amend merchant account details as required, ensuring accuracy and compliance

• Pull and format reports for internal use and for merchants (e.g. fee summaries, transaction histories)

• Assist in follow-ups with merchants regarding integration progress or incomplete onboarding steps

• Escalate unresolved or complex queries to relevant internal teams, ensuring timely resolution

• Coordinate with internal transition teams to ensure support readiness and information accuracy

• Log, categorise, and monitor support tickets related to the gateway transition

• Support training and documentation efforts by logging common queries or pain points

• Assist in the creation and upkeep of FAQs and support templates related to the new gateway

• Take ownership of small tasks or project items within the broader transition process

• Monitor key milestones for the transition and proactively flag risks or delays

• Participate in regular team check-ins to share updates and align on transition activities

• Help identify process inefficiencies and suggest improvements during the transition period

• Maintain a high standard of customer service, representing the brand professionally

COMPETENCIES (KNOWLEDGE / SKILLS or ABILITIES / BEHAVIOUR)

• A minimum of 1 years experience working in a customer or technical support role is desirable.

• Previous experience of working with payment solutions and technologies.

• Enthusiasm and desire to succeed, we encourage a winning mentality.

• Clear communicator with excellent written, verbal and listening skills.

• Ability to collaborate cross-functionally to understand customer and business requirements.

• Ability to manage multiple projects and customers simultaneously, set priorities and adapt to changing conditions.

• Excellent problem solving and critical thinking skills and able to break down complex problems into manageable components.

• Excellent customer service skills and the ability to maintain and build relationships both internally and externally.

• Proficient with Google (ideally) or Microsoft productivity suites - Docs, Sheets, GMail specifically.

• Identifying and embracing new ideas to enhance our service, products or personnel.

• Be flexible in your approach to the needs of our customers and the business.

QUALIFICATIONS / REQUIREMENTS

• A degree in IT, Computer Science or related discipline is desirable but not essential.

• Understanding of programming languages and real-world applications/services, in particular HTML, XML and CSS would be beneficial for your future development.

• Previous use of Kibana or Grafana would be advantageous.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [e-mail].