Support Specialist

Support Specialist (Payment Systems)

Our Client is a growing fintech company, specializing in payment processing solutions. We are seeking a highly qualified Support Specialist to lead our efforts in the high-risk client segment. The person will join a team that works in the company's Vancouver office on a daily basis.

Responsibilities :

Responding to client inquiries via Telegram, WhatsApp, Email, and other communication channels.

Explaining system functionality and providing consultations on payment gateway operations

Analyzing and resolving transaction failures.

Diagnosing technical issues and escalating them to relevant departments when necessary.

Monitoring transactions to identify anomalies or trends.

Preparing reports based on analysis results for internal use.

Maintaining a history of client inquiries.

Compiling work reports.

Adding new merchants to the system.

Updating gateway configuration parameters upon management request.

Regularly checking system performance and promptly addressing emerging issues

Carrying out tasks related to system setup, testing, and improvement.

Providing analytical information to support decision-making.

Requirements :

Secondary vocational education in IT or related fields.

At least 1 year of experience in support services or payment systems.

Understanding the principles of payment systems (transactions, gateways, authentication).

Data analysis skills : ability to identify issues from logs and reports.

Basic knowledge of SQL for database queries.

Experience with monitoring systems.

Excellent communication skills and the ability to build positive client relationships.

Proficiency in English at an Upper-Intermediate level or higher.

Technical Requirements :

Knowledge of basic network protocols (HTTP, HTTPS, SSL / TLS).

Experience with ticketing systems (Jira).

Understanding security principles in payment systems (PCI DSS knowledge is a plus).

Responsibilities

Requirements

What we can offer