Technical Support Specialist – Merchant Services (Tier 1)

About the role

We are seeking a Tier 1 Technical Support Specialist to provide first‑line assistance to merchants, sales agents, and internal teams. The role focuses on troubleshooting payment processing systems, including POS solutions, credit‑card terminals, and payment gateways, while delivering high‑quality customer service.

Key responsibilities

• Deliver Tier 1 technical support via phone, email, and ticketing systems for payment terminals and POS devices.
• Troubleshoot complex issues related to payment gateways and credit‑card processing equipment.
• Configure, test, and prepare payment terminals and devices before deployment.
• Assist merchants with the setup and integration of online payment solutions.
• Manage support tickets from initiation to resolution, prioritising workload effectively.
• Escalate advanced technical problems to higher‑level support or specialised teams.
• Document equipment configurations, updates, and deployment details accurately.
• Create and maintain technical documentation and knowledge‑base articles.

Required profile

• Minimum five years of IT support experience, preferably in merchant services or payment processing.
• Strong English communication skills and ability to work independently.
• Excellent organisational skills and attention to detail.
• Experience handling confidential financial information responsibly.

Required skills

• POS systems
• Credit‑card terminals
• Payment gateways
• Ticket management systems
• Remote desktop tools
• Device configuration and testing