PPRO

Customer Support Specialist

PPRO

full-time

Posted on:

Location Type: Hybrid

Location: Mexico City • 🇲🇽 Mexico

Visit company website
✨ AI Apply
Apply

Job Level

Mid-LevelSenior

About the role

  • Merchant Onboarding: Configure and onboard merchants of our PSP clients for various payment methods
  • Client Support: Troubleshoot client issues and open Jira tickets to report errors to relevant teams
  • Handle requests from acquiring partners and coordinate with the respective clients
  • Proactively follow up on raised items within a reasonable timeframe
  • Advise clients on billing and reconciliation issues, collaborating with relevant departments
  • Clarify settlement and payout timelines for clients and partners
  • Support clients and partners with general inquiries related to payment processing
  • Identify and report recurring issues to improve internal processes
  • Collaborate with internal teams to ensure efficient issue resolution
  • Provide guidance with the API reference and technical requirements
  • Maintain clear and structured documentation of client interactions and reported cases

Requirements

  • 2-3 years of experience in a customer support role, preferably within the payments or financial technology industry
  • Proven ability to troubleshoot and resolve complex technical and functional issues
  • Strong understanding of payment processing concepts, including local payment methods
  • Excellent problem-solving, analytical, and critical-thinking skills
  • Exceptional written and verbal communication skills in English
  • Proficiency in using support ticketing systems (Zendesk, Freshdesk)
  • Strong customer-centric approach with a genuine desire to help and advocate for clients
  • Ability to work as a team as part of a global, cross-functional team
  • Demonstrated ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced environment
Benefits
  • Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation
  • 10-day holiday allowance
  • Work from abroad policy, enabling employees to work remotely for up to another 30 days per year
  • 7,000 MXN annual budget to support professional growth
  • Leadership cafés
  • On-the-job training
  • Meal vouchers - SiVale - MXN 3000 per month
  • Various insurances including major and minor health insurance (including dental insurance) + life insurance and travel insurance
  • Enhanced family leave
  • Gym membership contribution
  • Access to a mental health platform for therapy and courses

Applicant Tracking System Keywords

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

Hard skills
troubleshootingpayment processingbillingreconciliationAPI referencetechnical requirementsissue resolutiondocumentation
Soft skills
problem-solvinganalytical skillscritical-thinkingwritten communicationverbal communicationcustomer-centric approachteamworktime managementtask prioritization