Customer Support Specialist

About the Role: mx51 is a payments-as-a-service solution for banks, non-bank acquirers, and other merchant service providers. We are looking for an enthusiastic Customer Support Specialist to handle product and service issues and provide an excellent merchant experience. You will manage incoming/outgoing calls and support requests via our Zendesk CRM while troubleshooting technical issues.

What You'll Do

• Handle incoming and outgoing calls, manage, follow-up, and resolve support requests via Zendesk with high attention to detail.
• Resolve customer product or service problems by troubleshooting technical issues and applying the best solutions.
• Identify patterns and trends for merchant issues, attempting to replicate and test to resolve them.
• Manage the escalation process to better service merchants and contribute to servicing documentation.

What You Bring

• At least 2 years of experience as a help desk technician or in a technical customer service support role.
• Proven experience in troubleshooting banking, payments, or Point of Sale (POS) systems issues.
• Previous experience working with Zendesk or other ticketing systems.
• Adaptability, strong problem-solving skills, and flexibility to work on a rotating roster.

Benefits

• Work from overseas up to 4 weeks per year.
• Employee Share Option Plan (subject to invitation) and paid parental leave.
• Annual team offsite, social events, and paid leave for volunteering.
• Fully remote, international flexibility.