Customer Support Agent - Johannesburg

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

Job summary

A global payment technology firm is seeking a Customer Support Agent to be the first point of contact for clients. This hybrid role involves resolving customer queries, documenting interactions, and contributing to service improvements. Ideal candidates should possess excellent communication skills and 2–3 years’ experience in customer support, preferably in fintech. Join a diverse team that values inclusion and impact in a supportive environment.

Benefits

Diverse and inclusive work environment

Growth opportunities

Flexible working hours

Qualifications

• Proven ability to handle customer queries independently.
• Experience in fintech or technology environments is preferred.
• Background in documenting customer issues is a plus.

Responsibilities

• Respond to customer queries via multiple channels.
• Troubleshoot customer issues effectively.
• Document customer interactions for knowledge sharing.

Skills

Excellent communication skills

Problem-solving

Strong customer focus

Organisational skills

Adaptability

Education

2–3 years' experience in customer support

Tools

Support ticket systems

Knowledge management tools

Job description

Overview

At Paymentology, 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

What it takes to succeed

• 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

At Paymentology, 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.