Technical Support Specialist – Payment Processing

About the role

We are seeking a 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 for our fintech clients.

Key responsibilities

• Monitor daily payment processing activities and verify transaction accuracy.
• Investigate, diagnose, and resolve payment exceptions, transaction failures, and settlement discrepancies.
• Provide Level 1 and Level 2 support for payment terminals, POS devices, and backend payment systems.
• Troubleshoot hardware, software, and network connectivity issues related to payment equipment.
• Assist with payment gateway configuration, merchant account setup, and onboarding procedures.
• Create, manage, and resolve support tickets using CRM and ticketing tools while meeting SLA targets.
• Maintain detailed incident logs and documentation for continuous improvement.
• Collaborate with Sales, Operations, and IT teams to ensure seamless merchant activation and system integrity.

Required profile

• Detail‑oriented professional with strong analytical and problem‑solving abilities.
• Excellent communication skills for interacting with merchants and internal stakeholders.
• Ability to work flexible hours aligned with US business time zones.

Required skills

• Payment terminals and POS device support
• Backend payment system troubleshooting
• Hardware, software and network connectivity diagnostics
• Payment gateway configuration and merchant account setup
• CRM and ticketing tool usage
• Knowledge of PCI‑DSS security standards