Technical Support Specialist - Payment Processing

About the role

Our client Recruit AI is looking for a Technical Support Specialist focused on payment processing to join the IT Operations team in Lahore. The role provides expert technical support for backend payment operations and merchant services, ensuring smooth transaction flows and compliance with industry security standards.

Key responsibilities

• Monitor daily payment processing activities and ensure transaction accuracy.
• Investigate, diagnose, and resolve payment exceptions, transaction failures, and settlement discrepancies.
• Escalate critical issues to internal departments and external vendors.
• Provide Level 1 and Level 2 support for payment terminals, POS devices, and backend payment systems.
• Troubleshoot hardware, software, and network connectivity problems related to payment equipment.
• Support payment gateway configurations, merchant account setups, and onboarding procedures.
• Assist merchants with terminal deployment, profile configuration, pricing setup, and technical training.
• Create, manage, and resolve support tickets using CRM and ticketing tools while meeting SLA targets.
• Maintain detailed incident logs and documentation for continuous improvement.
• Track recurring issues, identify root causes, and suggest process enhancements.
• Ensure compliance with PCI‑DSS and internal security policies during software deployments and testing.

Required profile

• Detail‑oriented professional able to manage multiple priorities in a fast‑paced environment.
• Strong analytical and problem‑solving abilities.
• Effective communicator who can coordinate with merchants, internal teams, and payment processors.
• Flexible to work US business hours and support remote merchants.
• No team‑management responsibilities but capable of cross‑functional collaboration.

Required skills

• Payment terminals and POS device support
• Backend payment system troubleshooting
• Hardware, software, and network connectivity troubleshooting
• Payment gateway configuration
• Merchant account setup and onboarding
• CRM and ticketing tool usage
• PCI‑DSS compliance knowledge