Merchant Support Specialist - T1

CCBill is an online payment services provider used by more than 30,000 websites globally that supports the needs of both new and established businesses in the ecommerce and online space. Typical projects on the CCBill side include integration with new processors, improving reporting, and enhancement of systems that can handle high volume transactions with high availability over 3 satellites in Phoenix, Ashburn and the Netherlands. You will have the opportunity to work on both existing and new products and features.

The Merchant Support Specialist is responsible for handling all aspects of support for our on-line payment processing merchants. This includes but is not limited to the following: Technical support, integrating merchants and affiliates to CCBill systems, process management, account and contract maintenance, account review and soft selling additional features that will benefit our merchants.

Location: Serbia

Working schedule:  To be determined (Sun - Thu OR Tue - Sat), 10pm-6am CET

Shifts available are without rotation, forty-hour week, afternoon and night from Monday to Sunday.

Key Job Requirements:

• Responsible for handling all forms of client communications via phone, chat, and email
• Perform triage and troubleshooting of all issues and requests
• Provide proper follow up on any issue resolution to the merchant
• Complete change documentation for merchant requests
• Ownership of merchant technical integrations with CCBill systems
• Experienced resource to merchants regarding company products and features
• Soft Selling CCBill products to increase revenue for our merchants
• Properly escalate issues to internal teams according to departmental policies
• Organized and up to date on all current Company systems and features
• Identify and implement solutions to improve the Merchant experience
• Offers ancillary support for any escalations via other customer support groups
• Other duties as assigned

Key Skills and Qualifications:

• High school degree or equivalent education
• Proficient with Microsoft Word, Excel and current web browsers
• Working knowledge of current internet technologies
• Demonstrated ability to research and solve problems quickly with limited resources
• Ability to interface effectively with all levels of employees and management
• Ability to multitask
• Proven ability to prioritize and complete interdepartmental tasks in a timely fashion
• High degree of professionalism
• Excellent English language verbal and written communication skills

This is an exciting opportunity to work with a highly innovative and creative team, in a great working environment.