Commonwealth Bank

Product Support Specialist – eCommerce

Commonwealth Bank

full-time

Posted on:

Location Type: Hybrid

Location: Melbourne • Australia

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About the role

  • Work within our eCommerce team to be the friendly voice our business customers hear when they contact us
  • Understanding our eCommerce products, including the technical specifications and benefits, and communicate this to our customers
  • Provide a world-class customer support experience to frontline teams and customers over the phone
  • Be responsible for risk management activities such as running controls, resolving and providing support throughout remediation’s, outages and incidents
  • Handle support requests that come through to our team in a professional and timely manner
  • Communicate complex issues to appropriate service owners or departments to determine and recommend appropriate courses of action
  • Have an opportunity to learn how eCommerce operates from the ground up, make a real impact on the future of the organisation and become an advocate of our products

Requirements

  • Prior technical troubleshooting expertise, especially strong knowledge in payment gateway, technical understanding of APIs
  • Experience preferably with a card issuer, financial institution, fintech or enterprise software/SaaS platform
  • Experience with high volume inquiries across multiple channels (i.e., chats, IVR or email)
  • Strong focus on collaboration, excellent customer service, and a passion for finding solutions
  • The ability to pick up new technologies quickly and explain complex concepts simply
  • Excellent communication skills in both ways: understanding pain and gain of the customer and presenting best possible solutions
  • Risk Mindset – all CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks
Benefits
  • rotating roster between 7am and 7pm Monday to Sunday
  • on-call allowance will be paid
  • supportive training program
  • flexibility to work from home, or from any of our offices around Australia
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical troubleshootingpayment gatewayAPIsSaaSfinancial institutionfintechcustomer supportrisk managementincident resolutionremediation
Soft Skills
collaborationcustomer serviceproblem-solvingcommunicationadaptabilitysolution-orientedunderstanding customer needsproactive risk identificationcomplex issue explanationtimeliness