Merchant Support Representative

Luqra; Newport Beach (CA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company match

Paid time off

Holiday pay

Growth opportunities

Collaborative culture

Job summary

Luqra in Newport Beach, CA is seeking a detail-oriented customer support specialist to assist merchants with payment processing and account inquiries. This on-site role includes a 90-day Monday–Friday training period, followed by a fixed 4x10 schedule in a 24/7 environment.

You will handle inbound calls, emails, chat, and tickets, document interactions, and troubleshoot payment terminals while delivering clear, customer-friendly explanations and maintaining data accuracy.

Qualifications

• 1+ years of customer service or support experience.
• Clear verbal and written communication; able to explain concepts clearly.
• Proficiency with Microsoft Office and Outlook.
• Ability to learn new systems quickly in a fast-paced environment.
• Strong problem-solving and attention to detail.

Responsibilities

• Support customers via phone, email, chat, and ticketing systems.
• Respond to inquiries accurately and professionally while meeting standards.
• Perform data entry and maintain accurate account records.
• Document interactions and resolutions in systems.
• Troubleshoot payment processing terminals and software.
• De-escalate issues and coordinate with internal teams.

Skills

Customer service

Communication

Problem-solving

Attention to detail

Fast learner

Tools

Salesforce

IRIS

MS Office

Outlook

Job description

Luqra was built on innovation, integrity, and a commitment to delivering reliable payment solutions for our merchants. As we continue to grow, we remain focused on earning merchant trust through strong products, responsive service, and operational excellence.

Our employees play a key role in that mission, and we're looking for motivated, detail-oriented individuals to join our growing team.

Job Description:

This is a full-time, on-site position supporting merchants with payment processing and account-related inquiries. After completing a 90-day Monday-Friday (8-hour) training period, the role transitions to a consistent 4x10 schedule with fixed shifts in our 24/7 operating environment.

Responsibilities:

• Provide support to customers via inbound phone calls, email, chat, and ticketing systems.
• Respond to customer inquiries in a timely, accurate, and professional manner while meeting quality and service standards.
• Perform data entry and maintain accurate, up-to-date account records.
• Clearly document all interactions, troubleshooting steps, and resolutions using call and ticketing systems.
• Assist with technical troubleshooting of credit card processing terminals and software.
• Communicate technical information in clear, customer-friendly language for non-technical users.
• Take ownership of customer issues from initial contact through resolution, including follow-ups and internal coordination.
• Use sound judgment and follow established procedures when handling customer requests.
• Consistently meet response time, documentation, and quality benchmarks.
• De-escalate challenging situations professionally by remaining calm, identifying root causes, and guiding issues to resolution.

Qualifications:

Required

• 1+ years of customer service or support experience.
• Strong verbal and written communication skills, with the ability to explain technical and financial concepts clearly to customers.
• Proficiency with computers and common business tools, including Microsoft Office and Outlook.
• Ability to quickly learn new systems, products, and processes in a fast-paced environment.
• Strong problem-solving skills and attention to detail.

Preferred

• Experience supporting merchant services, payment processing, or card networks.
• Familiarity with TSYS or similar payment processing platforms.
• Experience using CRM systems (e.g., Salesforce, IRIS or similar tools).
• Prior multi-channel high-volume customer support experience.
• Bilingual (a plus, not required).

Benefits and Perks:

• Competitive salary, based on experience
• Comprehensive benefits package including medical, dental, and vision
• 401(k) with company match
• Paid time off
• Holiday pay
• Opportunities for personal and professional growth
• Collaborative, team-oriented culture