Customer Support Specialist

At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate their growth.
Our strength lies in our diverse global team with 50+ nationalities and 10+ international locations- all united around one goal - to deliver the best possible products and services to our partners and customers. While our company mission is to keep innovating global commerce, our internal mission is to #chooseaction, #beopen, #thinkcustomer, #gofurther and #wintogether

• The Purpose: The Customer Support Analyst II plays a vital role in providing exceptional technical and functional support to our clients, ensuring a seamless and positive experience with our payment services. This position is ideal for a proactive and detail-oriented individual with proven experience in resolving complex customer inquiries and a passion for delivering world-class support. As a key member of our global Payment Services Support team, you will contribute to our mission of operational excellence and client satisfaction.
• ### Responsibilities:
• Merchant Onboarding:
• Configure and onboard merchants of our PSP clients for various payment methods
• Configure merchants of our PSP clients
• 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
• Client Support:
• 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

• ### Qualifications:
• 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
• ### Preferred Qualifications:
• Experience with merchant onboarding processes
• Familiarity with API integrations and troubleshooting
• Plus Bachelor's degree in a related field (e.g., Information Technology, Business Administration