Customer Support Agent

Paymentology; Pretoria; Hybrid; ZAR 50 000 - 200 000; Full time

Job summary

A leading payments technology firm seeks a Customer Support Agent to serve as the first point of contact for clients. You will handle customer queries, provide solutions, and improve support processes while working in a hybrid model. Ideal candidates will have 2–3 years in customer service and possess strong communication and problem-solving skills.

Qualifications

• Excellent written and verbal communication skills.
• Ability to resolve problems effectively under pressure.
• Experience in managing customer queries independently.

Responsibilities

• Respond to customer queries professionally via multiple channels.
• Troubleshoot and document customer issues.
• Collaborate with colleagues to resolve customer concerns.

Skills

Excellent communication skills

Problem-solving ability

Strong customer focus

Organisational skills

Adaptability

Education

2–3 years' experience in customer support

Job description

Overview

AtPaymentology, we're redefining what's possible in the payments space.

As the first truly global issuer-processor, we give banks and fintechs the technology and talent to launch and manage Mastercard, Visa cards at scale — across more than 60 countries. Our advanced, multi-cloud platform delivers real-time data, unmatched scalability, and the flexibility of shared or dedicated processing instances.

It's this global reach and innovation that sets us apart. We're looking for a Customer Support Agent to be the first point of contact for our clients, ensuring their queries are resolved quickly, effectively, and with care.

This role is central to building customer trust and satisfaction, handling day-to-day support interactions, escalating issues when needed, and contributing to continuous service improvements.

If you're passionate about customer service, problem-solving, and being part of a dynamic global team, this is your opportunity to grow and make an impact. Please note that this is a hybrid position, ranging from 3–5 days in our Johannesburg office per week.

What you get to do

• Respond to customer queries via multiple support channels in a timely and professional manner
• Troubleshoot customer issues and provide clear, accurate solutions
• Escalate cases to senior team members or other departments where necessary
• Document customer interactions and recurring issues in the knowledge base
• Contribute feedback on customer pain points to improve support processes
• Collaborate with colleagues across teams to resolve customer concerns
• Deliver a consistently positive customer experience by following best practices and service standards

Requirements

• Excellent communication skills, both written and verbal
• Ability to troubleshoot and resolve problems effectively
• Strong customer focus with the ability to stay calm under pressure
• Proven organisational and time‑management skills
• Comfortable working with multiple systems and tools
• Adaptability and willingness to learn new processes and technologies

Education & Experience

• 2–3 years' experience in customer support, service desk, or call centre roles
• Experience in fintech, banking, or technology environments is a plus
• Demonstrated ability to handle customer queries independently
• Background in documenting issues and contributing to knowledge‑sharing resources
• Technical skill and ability are important for the role

What you can look forward to

AtPaymentology, it's not just about building great payment technology, it's about building a company where people feel they belong and their work matters.

You'll be part of a diverse, global team that's genuinely committed to making a positive impact through what we do.

Whether you're working across time zones or getting involved in initiatives that support local communities, you'll find real purpose in your work – and the freedom to grow in a supportive, forward‑thinking environment.