The Product Support Specialist is responsible for providing technical and business support and consultation to sales, customer care, portfolio management, account management and other internal/external partners. This position is integral to ensuring that customers and partners are certified on Payment Gateway products, assisting with and resolving escalated product issues and responding to product-related questions. 

Essential Duties and Responsibilities:

E-Commerce/Payment Gateway Product Support:

• Provide ongoing support for all aspects of Payment Gateway products ME supports for clients and merchants.
• Assist with all escalated issues related specifically to the ME Payment Gateway/Direct Connect products.
• Assist with the ongoing maintenance of the automated regression testing tool for the Payment Gateway.
• Ensure that all transactions are tested for interchange qualification.
• Validate transaction output, including all ME online reports.
• Training
• JIRA ticket submission
• Token/data extraction, transfer
• Back end Security Settings (AVS/CVV)
• Card Association, Stored Credentials, Return Authorization requirements

Consulting, support, setup/configuration for:

• PayHere hosted checkout,
• account updater (AUS),
• recurring billing (RBS),
• reporting (web and API),
• chargeback API,
• virtual terminal (all versions),
• in-house cart plugins,
• NetSuite reconciliation and retail swipe bundles, Tokenization, ACH
• Batch Processing
• ACH
• Split Funding
• and other third-party systems and products

Internal MerchantE product support

• Develop and maintain intimate knowledge of ME products and processes.
• Assist ME staff and clients by responding to product-related questions and identifying and resolving problems.
• Work closely with ME application engineers to report, track, and resolve issues related to M products and systems.
• Run scripts, report and track the results, and assist in the resolution of problems.
• Test and escalate issues and system bugs to engineering and development for all systems in portfolio.
• Adding/disabling user rights in BP
• UAT - NetSuite, Magento, Business Platform, Hosted Checkout, Virtual Terminal

Qualifications:

• Bachelor’s degree in computer science or related field
• Understand of or experience with coding with Enterprise Resource Planning software (i.e. Netsuite)
• At least 2 years’ experience in a troubleshooting/technical support role
• Knowledge of software development processes and concepts.
• Understanding of API, JavaScript, CSS and integrations (required)
• Experience with analysis and testing of operating system functionality
• Relevant experience with e-commerce payments products and platforms
• Customer service mindset with excellent soft skills
• Ability to communicate clearly both verbally and in writing to internal and external stakeholders
• Strong problem-solving capabilities

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