Position Overview

The Technical Merchant Support Agent plays a critical role in delivering a positive, seamless experience for both merchants and shoppers around the world. This role serves as a frontline point of contact, providing timely, accurate, and professional support across multiple channels including phone, email, and live chat. In this position, you will troubleshoot technical issues, respond to payment-related inquiries, and help resolve concerns tied to products, services, and transactions. You will also support risk and fraud-related analysis, collaborate with internal teams to improve processes, and ensure service levels are consistently met. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in delivering high-quality customer support.

Duties and Responsibilities

This is a highly technical, customer-facing role designed for candidates with experience providing software and finance/payment support.
The position is not intended for back-office helpdesk, DevOps, or software development candidates. We are looking for long-term technical support professionals who are motivated to build deep product expertise and support our merchants with complex technical and payment-related inquiries.

• Provides support to merchants and shoppers via phone, email, and live chat
• Friendly and professional interaction with shoppers from around the globe
• Provide solutions and process payment information in response to inquiries, concerns, and requests about products and services
• Diagnose and resolve technical issues
• Handling risk and online-fraud related analysis
• Follow up and make scheduled call backs to shoppers where necessary
• Stay current with system information, changes and updates
• Work with various departments to improve our services
• Meet Service Level Agreement goals for response times

Qualifications

• Knowledge of customer service principles and practices, with 2+ years of related experience in technical support, software troubleshooting, or payment/finance support services.
• Effective listening, written, and verbal communication skills
• Excellent customer service and phone etiquette required
• Experience with MS Office (Outlook, Word, Excel, PowerPoint)
• Thrive on teamwork and overcoming obstacles, highly motivated, energetic, responsible, result oriented, great communication skills, and good organizational skills
• Self-motivated, creative, and able to work with minimal supervision
• Ability to multi-tasking and work under pressure
• Experience in Support for a financial institution, the online payment industry, e-Commerce, or related will be a plus!
• Web development skills are a plus
• SQL and data analysis experience is a plus

Hours

• Ireland: Monday – Friday; 8 AM – 5 PM or 9 AM – 6 PM, local time
• Israel: Sunday – Thursday; 8 AM – 5 PM or 9 AM – 6 PM, local time
• Includes a 1-hour lunch break

Travel Component

• Remote; Ireland - may on occasion be required to attend the office for events.
• Hybrid; Israel - Once a week in the office located in Herzliya.

Working Conditions

• Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods.
• Frequent interaction with team members, management, agents, and external partners to facilitate smooth operations and collaborations.

Equality

At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals’ qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at HR@payroc.com

Compensation and Benefits

Our compensation reflects the cost of labor across several geographic markets. Actual compensation may vary based on a number of factors, including location, job-related knowledge, skills, and experience. Depending on the position offered, additional forms of compensation – such as bonuses, incentives, or equity – may also be included as part of the total compensation package. We offer a comprehensive range of benefits to support your overall well-being, both personally and professionally. These may include medical coverage, financial benefits, and wellness support tailored to your needs.

Candidate Privacy Notice

We are committed to protecting the privacy and security of personal information provided to us during the recruitment and hiring process. Our Candidate Privacy Notice explains how we collect, use, store, and protect your personal data when you apply for a role with us. This notice applies to all job applicants and candidates, including those located in the European Economic Area (EEA), the United Kingdom, Canada, and other applicable jurisdictions. You can find our Candidate Privacy Notice on our Careers Page under FAQs.

Note to Agencies

Payroc does not accept resume submissions from agencies outside of existing agreements. Please do not send unsolicited resumes to Payroc HR or to Payroc employees. Payroc is not responsible for any fees associated with unsolicited resume submissions.