Customer Support Specialist

About the role

QORE is looking for a Customer Support Specialist to join its global merchant support team. You will be the first point of contact for merchants, helping them resolve payment‑related issues while ensuring a professional and courteous experience.

Key responsibilities

• Handle merchant queries, gather required details, and analyze issues before taking action.
• Create and manage support tickets in JIRA, documenting evidence and tracking status until closure.
• Classify issues (e.g., transaction failures, pricing questions, finance queries) and assign them to the appropriate internal team.
• Coordinate with acquiring banks and internal departments to investigate and resolve transaction‑related problems.
• Maintain clear communication with merchants, providing updates and meeting SLA timelines.
• Document resolutions, generate reports for management, and flag recurring problems for process improvement.

Required profile

• Excellent written and verbal communication in English.
• Customer‑service mindset with patience, empathy, and the ability to handle frustrated merchants.
• Basic technical knowledge of Windows/macOS, browsers, and office productivity tools.
• Strong problem‑solving abilities and good time‑management skills.
• Familiarity with ticketing systems (Jira is a plus) and escalation procedures.

Required skills

• Windows operating system
• macOS operating system
• Web browsers
• Microsoft Office suite
• Google Workspace
• Jira (optional but useful)

What we offer

• Competitive compensation
• Private health insurance and wellness benefits