Merchant Support Agent – Customer Service

About the role

The Merchant Support Representative provides frontline assistance to merchants and shoppers worldwide through phone, email and live chat. You will troubleshoot technical issues, respond to payment‑related inquiries, support risk and fraud analysis, and help ensure service level agreements are consistently met.

Key responsibilities

• Deliver friendly, professional support to merchants and shoppers across multiple channels.
• Diagnose and resolve technical problems and payment‑related questions.
• Conduct risk and online‑fraud analysis as needed.
• Follow up with scheduled callbacks and maintain accurate case records.
• Stay up‑to‑date with system changes and collaborate with internal teams to improve processes.
• Meet SLA targets for response times and resolution.

Required profile

• Minimum 2 years of customer service experience, preferably in financial services, online payments or e‑commerce.
• Strong verbal and written communication skills with excellent phone etiquette.
• Ability to work independently, multitask and perform under pressure.
• Team‑oriented, motivated and results‑driven.

Required skills

• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• SQL
• Web development (basic)