PSP Support Specialist

Role Overview:

We are looking for a PSP Support Specialist to join and enhance the existing team. The role mainly includes communication with clients and suppliers to deliver the best payment processing service. Additionally, you would focus on identifying the root of the issue and address it to the relevant teams to fix the cause. Also, a good level of responsibility, self-organization, and attentiveness is required.

Key Responsibilities:

• Giving required support to clients, efficiently, effectively, and in accordance with priority, impact, and SLAs in Jira, chats, and emails;

• Monitoring issues in the transaction flow. Be able to investigate and understand the root of the problem;
• Escalating to the appropriate group or department a detailed issue tracking (ticket), and status update to the logger (requester), according to procedures;
• Handling chargeback cases in accordance with the procedure;
• Being able to understand fraudulent patterns and report them in a timely manner.

Ideal profile for the position:

• Customer-focused approach;

• Multi-tasking. Be good at planning and organizing your own schedule and task prioritization;
• Good written and verbal communication skills in client-facing situations, to achieve positive outcomes; English - Upper-Intermediate level is a must;
• Understanding of Excel/Google Sheets. The ability to work with basic Excel formulas, basic HTML understanding is a plus;
• Be familiar with the most common payment types (e-wallets, bank transfers, credit card deposits) and how they work;
• Be flexible with your schedule. Possible morning/day/evening shifts and shifts during the weekends;
• Understanding what are Chargeback, KYC, CFT, and some other bizarre words mean;
• Time management. Be able to organize and allocate tasks according to priorities set;
• Task tracking. Keep track of what tasks are complete and what are still waiting.

The company guarantees you the following benefits:

• Global Collaboration: Join an international team where everyone treats each other with respect and moves towards the same goal;
• Autonomy and Responsibility: Enjoy the freedom and responsibility to make decisions without the need for constant supervision.
• Competitive Compensation: Receive competitive salaries reflective of your expertise and knowledge as our partner seeks top performers.
• Remote Work Opportunities: Embrace the flexibility of fully remote work, with the option to visit company offices that align with your current location.
• Flexible Work Schedule: Focus on performance, not hours, with a flexible work schedule that promotes a results-oriented approach;
• Unlimited Paid Time Off: Prioritize work-life balance with unlimited paid vacation and sick leave days to prevent burnout;
• Career Development: Access continuous learning and career development opportunities to enhance your professional growth;
• Corporate Culture: Experience a vibrant corporate atmosphere with exciting parties and team-building events throughout the year;
• Referral Bonuses: Refer talented friends and receive a bonus after they complete their probation period;
• Medical Insurance Support: Choose the right private medical insurance, and receive compensation (full or partial) based on the cost;
• Flexible Benefits: Customize your compensation by selecting activities or expenses you'd like the company to cover, such as a gym subscription, language courses, Netflix subscription, spa days, and more;
• Education Foundation: Participate in a biannual raffle for a chance to learn something new, unrelated to your job, as part of our commitment to ongoing education.

Interview process:

• A 30-minute interview with a member of our HR team to get to know you and your experience;
• A final 2-hour interview with four team members to gauge your fit with our culture and working style.

If you find this opportunity right for you, don't hesitate to apply or get in touch with us if you have any questions!