PPRO

Customer Support Specialist

PPRO

full-time

Posted on:

Location Type: Hybrid

Location: Munich • 🇩🇪 Germany

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Job Level

JuniorMid-Level

About the role

  • Configure and onboard merchants of our PSP clients for various payment methods
  • Assist with the technical setup of our PSPs
  • Understand and take ownership of the merchant onboarding lifecycle from beginning to end, facilitating merchant activation and revenue generation
  • Be involved in the full client lifecycle, from pricing structure approval to setup in PPRO systems, to ensure fast activation
  • Assist PPRO clients with follow-up questions related to client and merchant onboarding requests
  • 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, ensuring transparency
  • Verify payment status, trace payments in our records, and provide status updates
  • 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
  • Support clients with the implementation and integration of payment services
  • Provide guidance with the API reference and technical requirements
  • Analyze conversion rates and offer recommendations for optimization
  • Maintain clear and structured documentation of client interactions and reported cases
  • Provide missing invoices and settlement reports upon client request
  • Process client requests for account and address updates, including receiving and processing necessary documentation for bank and address changes

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, so you can strike the balance between office and home working. In addition to our 30-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year
  • Learning and Development - We offer a €500 annual budget to support your professional growth—because investing in your development benefits us all. In addition, we provide leadership cafés, on-the-job training, and other opportunities to help you grow your skills and thrive in your role.
  • Insurance - Because better safe than sorry - we want our employees to benefit from various insurances including accident insurance, disability insurance, direct insurance (bAV) and travel insurance.
  • Enhance Family Leave - We understand the importance of family - that's why we offer enhanced family leave to support you during key life moments.
  • Gym membership - PPRO helps contribute towards the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet
  • Mental Health Platform - We’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.
  • Pet-friendly office- Because work is better with your paw-tners by your side

Applicant Tracking System Keywords

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

Hard skills
payment processingtroubleshootingtechnical setupAPI integrationconversion rate analysisbilling and reconciliationclient onboardingdocumentationissue resolutionlocal payment methods
Soft skills
problem-solvinganalytical skillscritical-thinkingcommunication skillscustomer-centric approachtime managementprioritizationteam collaborationadvocacy for clientsfollow-up