Merchant Support Specialist

Passport International -
New Cairo, Cairo

Passport International -
New Cairo, Cairoposted 1 month ago

25Applicants for1 open position

Job Details

Experience Needed:

Career Level:

Education Level:

Salary:

Job Categories:

Merchant Support
Provide proactive and reactive support to merchants regarding payment platform questions and issues.
Manage complex merchant cases from receipt to resolution, ensuring timely and satisfactory responses.
Technical & Operational Support
Diagnose technical issues related to payment integration (APIs, gateways, transaction failures).
Assist merchants in resolving failed payments, transaction discrepancies, and account adjustments.
Incident Management & Escalation
Escalate complex issues to technical or development teams when necessary.
Monitor progress of escalated cases and update merchants regularly.
Education & Assistance
Guide merchants on proper setup and use of payment platforms, explaining features, functionality, and best practices.
Collect and analyze recurring merchant inquiries to identify areas for product or process improvement.
Provide constructive feedback to development teams on potential enhancements.
Documentation & Knowledge Base
Record all merchant interactions accurately in CRM/support tools.
Contribute to updating FAQs, user guides, and knowledge bases to support merchant self-service.
Compliance & Standards
Ensure support processes comply with payment industry regulations (e.g., PCI-DSS, PSD2)

Bachelor’s degree in Technology, E-commerce, Engineering, Business, or related field.
Minimum 2 years of experience in technical support or merchant services, ideally in payments, fintech, or e-commerce.
Hands-on experience with payment gateways, PSPs, or digital wallets is highly valued.
Strong proficiency in English (written & verbal); additional languages are a plus.
Proactive, customer-centric, and passionate about delivering exceptional merchant support.
Comfortable working in fast-paced, global environments with multiple priorities.