Client Support Specialist
Wiraa
About The Company
We are a technology-driven company built with the purpose of empowering people and improving their organizations, one payment at a time. Our journey began by providing smart and simple payment processing tools and products, but we have continuously expanded our offerings. Backed by a team of world-class experts and top technology talent, we are committed to helping new businesses get started, increasing the revenues of our customers, and bridging the gap between online merchants and payment solutions. Our mission is to equip companies with the tools they need to transform the future of their business.
About The Role
We are seeking a dedicated Technical Support Specialist to provide exceptional technical support and customer service to our partners and merchant clients. This role serves as a key point of contact, assisting customers with troubleshooting, issue resolution, and delivering clear, professional communication throughout every interaction. The ideal candidate will have experience supporting payment processing environments and will be responsible for resolving issues related to payment authorizations, batching, clearing, settlement, payment terminals, and payment gateways. In addition to technical support, this role will assist with broader customer service functions, collaborate with internal teams to triage and escalate issues, and ensure timely resolution of client needs. This position reports directly to the Client Engagement Manager.
Key Responsibilities
- Independently assist merchants and partners with payment-related inquiries, technical issues, and account support needs, including transaction processing, authorizations, batching, settlement, and deposits
- Configure and support various payment solutions such as payment terminals, online payment methods, and related integrations
- Provide professional and knowledgeable customer service through phone, email, and chat interactions
- Collaborate with internal teams to investigate, escalate, and resolve complex technical issues promptly
- Develop a strong understanding of company processes and departmental functions to effectively support client needs
- Demonstrate initiative and strong problem-solving skills in a fast-paced environment
- Perform additional duties as assigned to support organizational goals
Qualifications
- Minimum 6 months of relevant experience in payment processing support or related technical support roles
- Spanish language proficiency preferred
- Proficient in Microsoft Word and Excel
- High School Degree required; College degree preferred
- Strong communication and interpersonal skills
- Detail oriented with the ability to multi-task effectively
- Demonstrated problem-solving and relationship-building skills
- Ability to work independently while contributing positively to a team environment
Requirements & Tech Stack
- Payment processing environments
- Payment authorizations
- Batching
- Clearing
- Settlement
- Payment terminals
- Payment gateways
- Microsoft Word
- Microsoft Excel