Merchant Support Specialist T1

About the role

The Merchant Support Specialist T1 will provide comprehensive support to CCBill's online payment processing merchants. This role involves technical assistance, integration guidance, and soft‑selling additional features to enhance merchant success.

Key responsibilities

• Handle client communications via phone, chat, and email, performing triage and troubleshooting of issues.
• Document merchant change requests and manage technical integrations with CCBill systems.
• Provide product expertise, soft‑sell CCBill features, and identify solutions to improve the merchant experience.
• Escalate issues to internal teams according to policies and support escalations from other customer support groups.

Required profile

• High school diploma or equivalent.
• Excellent verbal and written English communication skills.
• Professional demeanor with the ability to interact effectively at all organizational levels.
• Strong multitasking, prioritisation, and problem‑solving abilities.

Required skills

• Proficiency with Microsoft Word.
• Proficiency with Microsoft Excel.
• Familiarity with current web browsers and internet technologies.