At a Glance
- Tasks: Deliver exceptional service to merchants and solve payment-related issues.
- Company: Join Payroc, a global leader in payments technology with a vibrant culture.
- Benefits: Enjoy remote work, competitive salary, and comprehensive wellness support.
- Other info: Flexible working hours with opportunities for learning and career growth.
- Why this job: Make a real impact by helping businesses thrive in the fast-paced commerce world.
- Qualifications: Customer service skills and a proactive mindset are key for success.
The predicted salary is between 25000 - 32000 £ per year.
About Payroc
Payroc is a global payments technology company helping businesses get paid, grow faster, and operate smarter. From powerful POS systems to seamless online and mobile payment solutions, we equip merchants with the tools they need to succeed in today's fast-moving commerce landscape. At Payroc, our culture is built around people who lead with grit, take ownership, and are not afraid to be a boss when it comes to driving results. We believe the best solutions start when we listen first to our customers, our partners, and each other so we can deliver payment experiences that truly make a difference for the businesses we serve. We are a team that moves quickly, thinks entrepreneurially, and celebrates big wins together. If you are energized by building relationships, solving real business problems, and creating opportunities for yourself and your clients, Payroc is the kind of place where you can make an impact and grow your career.
Position Overview
This role is responsible for delivering exceptional service to our merchants, partners, and resellers. You will respond to inbound enquiries regarding daily deposits, month-end statements, Payroc products, deposit status updates, and related account matters. You will provide practical solutions, close knowledge gaps, and proactively identify opportunities for merchants to maximise their revenue. You understand that our merchants' success is directly connected to our own. As this is an entry-level role, you will have time during quieter periods for further learning, development, and coaching. You will be encouraged to ask questions and seek support through chat, calls, and your wider team. Collaboration is central to how we work, and you will help and support colleagues to provide a consistent and high-quality service experience.
Duties and Responsibilities
- Analyse payment-related issues, assist with disputes, and provide sustainable solutions.
- Collaborate with internal teams such as Technical Support, Fraud and Risk, Business Development, Settlement, and Product for escalations or complex queries.
- Gain and maintain strong working knowledge of all systems and tools used by the Merchant Support team.
- Assist with unusual or complex situations relating to merchant processing, equipment, or service concerns.
- Deliver consistently high-quality customer service to merchants, agents, operational teams, and partners, supporting complex or sensitive queries, including card security concerns.
- Identify recurring issues or trends, contribute to process improvements, and share insights with Merchant Support Leads and the Manager.
- Use Microsoft tools and CRM systems to a high standard, accurately recording notes and interactions.
Qualifications and Skills
- Beginner to Intermediate Functional Skills - Understands the role before training begins and is building strong competence with guidance and support.
- Customer Service - Professionally manages challenging or emotional situations, responds promptly, and consistently delivers helpful support.
- Proactive Mindset - Able to identify process or product gaps that may affect the merchant experience or lead to churn.
- Product Knowledge - Develops an excellent understanding of Payroc's products and services to identify and meet merchant needs.
- Interpersonal Skills - Works effectively with leadership and colleagues to share insights, identify trends, and address bottlenecks.
- Ability to Multitask - Provides quality service while ensuring each merchant feels valued.
- Time Management - Prioritises effectively and uses time efficiently based on the urgency and importance of each issue.
Working Hours
Monday - Friday: 1:45pm - 10:15pm (GMT). This role also includes a rotating Saturday shift, with one Saturday worked every four weeks.
Work Style
Fully Remote
Job Classification
Salaried
Working Conditions
Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods. Frequent interaction with team members, leaders, subject matter experts, internal stakeholders, and cross-functional partners to support learning intake, coordination, and project execution.
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.
Compensation and Benefits
Our compensation reflects the cost of labor across several U.K. 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.
Specialist I, Merchant Support TLNT1_NI employer: IrishJobs
As a Waste Resource Team Leader with our esteemed local authority client, you will be part of a dedicated team committed to enhancing community sustainability and environmental responsibility. Our organisation fosters a supportive work culture that prioritises employee development, offering training opportunities and a clear path for career progression. With competitive remuneration, including pension and holiday pay, along with the chance to make a meaningful impact in your community, this role is an excellent opportunity for those seeking rewarding employment in the public sector.
StudySmarter Expert Advice🤫
We think this is how you could land Specialist I, Merchant Support TLNT1_NI
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IrishJobs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like IrishJobs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Specialist I, Merchant Support TLNT1_NI
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to IrishJobs:Your cover letter is your chance to shine! Tell us why you want to work at IrishJobs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at IrishJobs!
How to prepare for a job interview at IrishJobs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
