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 while building relationships and solving business problems.
- Qualifications: Customer service skills and a proactive mindset are essential.
The predicted salary is between 30000 - 40000 £ 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 in Lisburn employer: Payroc
At Payroc, we pride ourselves on being an exceptional employer that fosters a collaborative and supportive work culture. As a fully remote company, we offer flexible working hours and a comprehensive benefits package tailored to your needs, ensuring both personal and professional well-being. With a strong focus on employee growth, you will have ample opportunities for learning and development while making a meaningful impact in the payments technology industry.
StudySmarter Expert Advice🤫
We think this is how you could land Specialist I, Merchant Support in Lisburn
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like Payroc value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like Payroc a taste of how you handle customer queries.
✨Leverage Internship Platforms
Don't sleep on popular internship platforms that focus on entry-level roles in customer support. Websites like Handshake can link you directly to companies looking for fresh talent. The earlier you start exploring these options, the better your chances at landing something with Payroc!
✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like Payroc.
We think you need these skills to ace Specialist I, Merchant Support in Lisburn
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for Payroc!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at Payroc
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
