Technical Support Specialist - Payment Processing

About the role

We are seeking a Fintech‑Technical Support Specialist focused on payment processing to join our IT Operations team in Lahore. The role provides expert technical assistance 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.
• 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/ticketing tools while meeting SLA targets.
• Maintain detailed incident logs and analyze recurring issues for process improvement.
• Ensure compliance with PCI‑DSS and internal security policies.
• Collaborate with Sales, Operations, and IT teams to maintain system integrity.

Required profile

• Detail‑oriented and proactive professional able to manage multiple priorities in a fast‑paced environment.
• Strong analytical skills with the ability to communicate clearly with merchants and internal stakeholders.
• Flexibility to work aligned with US business time zones.
• Ability to follow security and compliance standards without direct team‑management responsibilities.

Required skills

• Technical troubleshooting of payment terminals and POS systems.
• Hardware, software, and network troubleshooting.
• Backend payment system support.
• Payment gateway configuration and merchant onboarding.
• Experience with CRM and ticketing tools.
• Knowledge of PCI‑DSS compliance.