To provide Level 2/3 technical support, transaction troubleshooting, and terminal diagnostics for merchant acquiring platforms, ensuring timely resolution of complex issues, accurate validation of vendor invoices, and effective execution of user acceptance testing—thereby maintaining platform stability, minimizing merchant disruption, and supporting cost-efficient operations.
Responsibilities
Responsibilities
- Performs Level 2 and Level 3 technical support and incident resolution for merchant acquiring platforms—diagnosing transaction declines, timeouts, settlement failures, terminal connectivity issues, and PIN pad errors—to restore services promptly and minimize business impact.
- Conducts root cause analysis on recurring technical issues, documenting findings and collaborating with internal teams and vendors to identify permanent corrective actions and prevent incident recurrence.
- Validates vendor invoices for platform maintenance, terminal repairs, and support services, cross checking charges against contracts, service records, and delivered work to ensure accurate billing and timely escalation of discrepancies.
- Executes user acceptance testing (UAT) for terminal firmware updates, platform patches, and configuration changes—developing test scenarios, simulating merchant transactions, and documenting results to certify that all changes meet operational requirements before production deployment.
- Develops and maintains knowledge base articles, troubleshooting guides, and support documentation to enable faster issue resolution and consistent handling of common merchant concerns.
- Bachelor's degree in business
- At least 2 years of experience in technical support or platform operations in financial services, payments, or IT