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.