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About the role
Key responsibilities & impact- Provide technical support for payments processing through multiple communication channels.
- Investigate and resolve complex payment issues, including transaction declines, API errors, and service interruptions.
- Act as an on-call support contact during assigned shifts, including weekends and incident-based night support.
- Escalate production issues to internal IT teams and external providers, ensuring timely resolution and clear follow-up.
- Support daily technical requests from both external customers and internal teams.
- Perform payment and transaction status checks and communicate findings clearly to stakeholders.
- Create, configure, and maintain merchant accounts and related settings.
- Test merchant cases, integrations, and payment methods to ensure proper functionality.
- Provide general technical guidance and information on API services and payment processes.
- Investigate and clearly explain transaction decline reasons to clients and internal teams.
Requirements
What you’ll need- Prior experience in customer support, technical support, PSPs, financial services, IT testing, or a similar environment.
- Strong technical aptitude with above-average computer knowledge.
- Analytical and troubleshooting skills with a structured problem-solving mindset.
- Excellent written and verbal communication skills, with the ability to clearly document complex bugs and reproduction steps.
- Proven ability to multitask effectively and manage multiple requests simultaneously.
- Intermediate Excel skills.
- Experience analyzing log files and technical traces.
- Familiarity with APIs, payment gateways, or fintech platforms.
- Development or QA/testing background.
- Familiarity of payment transaction flows (acquiring/issuing, declines, 3DS, wallets) or the ability to quickly learn them.
- Previous experience in on-call or shift-based support roles.
Benefits
Comp & perks- Future-Proof Your Finances: Once you’ve passed probation, we’ll kickstart your Provident Fund to secure your future.
- Grow with Us: Annual Learning Budget for professional development (eligible after probation)—because your growth is our growth.
- Wolt Your Way Through Lunch: €150 monthly Wolt allowance to keep you fueled and happy.
- Stay Active Your Way: Enjoy a SportsBenefits membership giving you access to a wide variety of gyms and sports facilities to support your active lifestyle.
- Drive in Style: After one year with us, you may be eligible for a company car—performance and availability permitting.
- Park with Ease: Complimentary parking space just steps from the office, so your commute is as smooth as your workday.
- Max Out Your Downtime: 25 days of vacation + public holidays, plus an additional 10 sick days.
- Shop & Save: Exclusive local discount card + tickets for exciting events like Beonix, basketball games, and more.
- Speak Like a Local: Join free Greek language classes, twice a week, open to all team members.
- Celebrate Together: We bring colleagues from all offices together for unforgettable company celebrations.
- Global Collaboration & Events: Opportunities to participate in international company events and initiatives, connecting with colleagues from all regions and contributing to a truly global community
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Payment ProcessingTroubleshootingLog File AnalysisTechnical DocumentationMerchant Account ConfigurationQA/TestingPayment Transaction FlowsAPI ServicesMultitaskingIncident Management
Soft Skills
Communication SkillsProblem-Solving MindsetCustomer SupportTime ManagementTeam Collaboration