Technical Support Representative

A Technical Support Associate/Representative - Payments Services Operations (PSOps) executes the work procedures in supporting the technical needs and providing solutions to Payreto's clients and their customers. He/She works directly with clients in implementing their processes, or with the Technical Support Specialists - PSOps in carrying out Payreto processes in supporting various clients and their customers.
WHAT WILL YOU DO?
Respond to and resolve Level 1 technical questions from International clients and their customers via phone, e-mail, or chat. Level 1 Support involves the execution of standard or simple tasks, typically predefined. These may involve, but are not limited to, the following:
• System Integration
• API Support
• Merchant Onboarding
• User administration - adding, and removing users. resetting access.
• Reports - data extraction, reports generation (based on preset configurations)
• Manual transactions entry - refund, reversal, rebill, capture, and chargeback.
• Pre-defined system configurations
• Coordinate all inbound customer requests to other internal departments, technology partners, or 3rd party vendors.
• Document the case and the issues within the ticketing system used (or any internal documentation system).
• Ensures a high quality of service delivery as the face of Payreto to its clients and customers.
• Continually develop expertise for all Payreto applications, and partner technologies (e.g. PSP gateways) supported.
• System Integration
• API Integration and API Support
• Merchant onboarding
Other Tasks:
● Perform other official work as instructed by the immediate supervisor/manager.
● Recommend and proactively implement opportunities for increased departmental efficiency
● Extend work hours when needed.