Merchant Specialist

**About Us**:
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines, which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies. We're looking for a **Merchant Specialist** who will be in charge of the following tasks:
**Customer Support**:

- Diagnose and troubleshoot payment processing errors, discrepancies, and technical issues reported by clients or detected internally.
- Process all payment processing-related account changes as needed.

**Issue Resolution**:

- Investigate and analyze payment-related issues to identify root causes and implement appropriate solutions
- Collaborate with internal teams, including support, CSMs, developers, product managers, and QA engineers, to resolve complex payment processing issues and ensure timely resolution.
- Document support processes, troubleshooting steps, and resolutions to build a knowledge base for future reference and training purposes.
- Share insights and best practices with the team to enhance overall efficiency and effectiveness in handling payment processing support requests.
- Ensure Customer Support teams are continuously trained and educated on payments-related issues.

Reporting and KPIs:

- Maintain, update, and submit daily, weekly, and monthly payment processing logs and reporting from processors.

**Quality Assurance**:

- Conduct thorough testing and validation of payment processing features and functionalities to ensure accuracy, reliability, and compliance with industry standards and regulations.
- Proactively identify potential issues or areas for improvement in payment processing workflows and systems and collaborate with relevant teams to address them.

Communication and Collaboration:

- Maintain clear and open communication channels with clients and internal stakeholders to provide regular updates on the status of payment processing issues and resolutions.
- Collaborate with cross-functional teams, including customer success, sales, and finance, to address client concerns, gather feedback, and implement improvements to the payment processing experience.
- Other duties as assigned.