At a Glance
- Tasks: Provide top-notch support to merchants and partners via phone and chat.
- Company: Join Payroc, a leader in payment solutions dedicated to merchant success.
- Benefits: Enjoy flexible working options, ongoing training, and a supportive team environment.
- Other info: Embrace a culture of inclusivity and continuous learning at Payroc.
- Why this job: Make a real impact by helping merchants thrive while developing your skills.
- Qualifications: No prior experience needed; just bring a proactive mindset and great customer service skills.
The predicted salary is between 28800 - 43200 £ per year.
Title
Specialist I, Merchant Support
Contact Center
Reports To
Team Leader / Manager, Merchant Support (or equivalent)
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
Merchant Support
- 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. To request reasonable accommodation, contact Human Resources Department at HR@payroc.com
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 Belfast 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 a healthy work-life balance. With ample opportunities for personal and professional growth, you will be empowered to make a meaningful impact while building lasting relationships with our merchants and partners.
StudySmarter Expert Advice🤫
We think this is how you could land Specialist I, Merchant Support in Belfast
✨Tip Number 1
Familiarise yourself with the common issues merchants face regarding payments and deposits. Understanding these challenges will help you provide better solutions during your interactions.
✨Tip Number 2
Practice your customer service skills by role-playing different scenarios with friends or family. This will prepare you for handling difficult situations and improve your confidence when speaking with merchants.
✨Tip Number 3
Get to know our products and services inside out. The more you understand what we offer, the better you can assist merchants in maximising their revenue potential.
✨Tip Number 4
Network with current employees or join relevant online forums to gain insights into the company culture and expectations. This can give you an edge in understanding how to fit into the team.
We think you need these skills to ace Specialist I, Merchant Support in Belfast
Some tips for your application 🫡
Understand the Role:Before applying, make sure you fully understand the responsibilities and qualifications for the Specialist I, Merchant Support position. Familiarise yourself with the job description to tailor your application accordingly.
Highlight Customer Service Skills:Since this role focuses on providing exceptional service to merchants, emphasise any previous customer service experience in your CV and cover letter. Use specific examples that demonstrate your ability to handle difficult situations and provide solutions.
Show Proactive Mindset:In your application, mention instances where you identified gaps in processes or products and took initiative to address them. This aligns with the proactive mindset the company is looking for.
Tailor Your CV and Cover Letter:Make sure your CV and cover letter are tailored to the job. Use keywords from the job description, such as 'interpersonal skills', 'time management', and 'product knowledge', to show that you meet the qualifications they are seeking.
How to prepare for a job interview at Payroc
✨Understand the Role
Before your interview, make sure you have a solid understanding of what the Specialist I, Merchant Support role entails. Familiarise yourself with the key responsibilities, such as providing exceptional service to merchants and resolving payment-related issues.
✨Showcase Your Customer Service Skills
Since this role heavily focuses on customer service, be prepared to discuss your previous experiences in managing difficult customer situations. Highlight any specific examples where you successfully resolved issues or improved customer satisfaction.
✨Demonstrate a Proactive Mindset
During the interview, express your ability to identify gaps in processes or products. Share any past experiences where you took the initiative to suggest improvements or solutions that benefited customers or your team.
✨Ask Insightful Questions
Prepare thoughtful questions to ask your interviewers about the company culture, team dynamics, and opportunities for growth within the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
