Payment/Hardware Support Specialist: Tier 2 provides advanced technical support to Client's Payments merchants and internal business units, serving as a key escalation point for complex hardware, connectivity, and payment processing issues. This role works directly with customers during U.S. business hours, applying deeper technical expertise to diagnose issues, identify root causes, and determine when involvement from development or payment integration teams is required.
Primary Responsibilities:
- Provide advanced technical support to merchants and business units via phone, email, chat, and remote sessions, with a focus on complex or escalated issues
- Perform in-depth troubleshooting of credit card terminals, POS systems, and payment gateway–related issues, including authorization, settlement, batching, and funding concerns
- Identify when issues require escalation and effectively collaborate with development, payment integration, or vendor partners to drive resolution
- Maintain thorough, high-quality case documentation, including technical findings, troubleshooting steps, and escalation details
- Gain and maintain a deep understanding of the Clients payments gateway, associated tools, and transaction workflows to support accurate diagnosis and resolution
- Serve as a subject-matter resource for Tier 1 agents by providing guidance, best practices, and feedback on recurring or complex issues
- Contribute to the creation and improvement of technical documentation, knowledge base articles, and troubleshooting procedures based on real-world case experience
What we expect from you:
- Excellent English communication skills, both written and verbal
- Strong experience supporting credit card terminals, POS systems, and payment hardware
- Solid understanding of payment processing flows, including authorization, settlement, batching, and funding
- Ability to analyze complex technical issues and determine appropriate escalation paths
- Clear, professional written and verbal communication skills when interacting with merchants, business units, and technical teams
- Proficiency with Office Suite, Google Sheets, Excel, and internal knowledge bases
- Proven ability to work independently while collaborating effectively with cross-functional teams
- Willingness to work afternoon shifts (2 pm - 10 pm, Tuesday to Sunday)
What you will get from us:
- A remote work model
- Paid training
- Opportunity to work with a dynamic, fast-growing team
- Private health insurance
- Benefit package available to all our employees (day off for a birthday, discounts with our partners from different industries)
If you are ready to contribute to this position, apply now with your CV in English. We look forward to your application!
Note: Only shortlisted candidates will be contacted. Best of luck!