Gateway Support Specialist

Makati City, National Capital Region (NCR), Philippines

Full Time

PaaS

Experienced

POSITION OVERVIEW

The core mission of the Gateway Support Specialist is to support our client(s) with all their back office-related activities. Master the specific products in your area of responsibility and solve the workflow of Payreto’s customers.

You act responsibly and customer-oriented, doing everything you can to give the customer the best experience. You will go the extra mile to satisfy the customer's needs. You are a team player and share knowledge and expertise with the members of your team.

WHAT WILL YOU DO?

Team and Customer Satisfaction

Support the PaaS Team in delivering services subscribed by clients and or projects of internal teams.
Client delivery support providing timely and accurate reporting, creating, and delivering insights to clients with Key Performance Indicators and Service Level Agreements.
Communicate with clients to ensure effective solutions are provided.
Assist the PaaS Team in achieving efficiency and cost savings by performing within the agreed KPI and SLA.
Ensure all controls implemented are adhered to Payment Gateway / Transaction Processing.
Deep knowledge and experience in operating a Payment Gateway (from Onboarding, Integration, Administration, Implementation of Risk Management Rules, Reporting and report generation, technical support, and customer service).
Deep knowledge and understanding of the industry practices (from Merchant Acquisition, Risk Management, Chargeback Handling, Compliance to Card Scheme Rules, etc.)
Understanding of Alternative Payment Methods and Card Payments in the Card Not Present and Card Present space.
Deep knowledge of the Merchant Life Cycle.
Technically able to discuss the gateway’s core functionality (e.g. API and architecture) with Coordination with Stakeholder(s).
Research and respond to client inquiries about subscribed services in coordination with the Senior AM, Business Development, Operations Head, Product Lead, and/or Product Team.
Collaborate with senior AMs, Operations Head, Business Development, and Product Manager to identify opportunities and grow managed client accounts.

Other Tasks

Perform other official work as instructed by the immediate supervisor/manager.
Extend work hours when needed.

WHAT SHOULD YOU HAVE?

Bachelor’s Degree in Business Administration or Equivalent Degrees.
At least 2- 3 years of working experience in a Payment Service Provider, Acquiring Bank, Gateway Providers, or Scheme environment.
Preferably with payment experience in handling large multinational merchant accounts/key accounts.
Strong problem-solving and analytical skills.
Accuracy and attention to detail.
Shows initiative.
Teamwork skills because most projects require input from individuals with different roles.
Works with minimal supervision.
Strong written and verbal communication skills.
Ability to handle pressure and multiple tasks effectively.
Able to simplify technical issues to non-technical client contacts.
Strong customer service/focus skills.

WHAT WE OFFER

Competitive Salary Packages
Professional Development Opportunities
Hybrid Work Setup
Equipment Provided
Day 1 HMO
Life Insurance

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Gateway Support Specialist

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