Senior Customer Support Agent - CPT

SUMMARY:
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POSITION INFO:

ENVIRONMENT:

Our client, a company operating in the digital payments and fintech space, is seeking an experienced Senior Customer Support Agent to resolve complex merchant queries and technical payment issues across its payment gateway. You will be a key escalation contact for enterprise and whale merchants, coordinate merchant communication during incidents and work with technical teams to prevent recurring problems.

The role suits someone with strong payment processing knowledge, sound judgement and the ability to communicate clearly under pressure. You will also support the development of other agents and deputise for the Customer Support Team Lead when required.

DUTIES:

•       Investigate complex payment and integration issues, trace transactions and distinguish card scheme or acquiring bank issues from platform defects.

•       Keep merchants informed throughout incidents, assess operational impact and coordinate progress updates and follow-up communication.

•       Provide dedicated senior-level support to enterprise and high-value merchants, working alongside Relationship Managers to meet agreed service levels.

•       Collaborate with Product, Engineering, Infrastructure, Risk and Finance teams to identify root causes, track corrective actions and escalate delays.

•       Prepare clear, comprehensive technical escalations and maintain accurate support documentation and knowledge base content.

•       Coach support agents, strengthen troubleshooting capabilities and assist with daily operations, shift planning and escalations when deputising for the Team Lead.

•       Use elevated system access responsibly, protect customer and payment data, and maintain complete, auditable support records.

REQUIREMENTS:

•       A post-school diploma or degree in IT, Computer Science, Engineering, Business, Finance or a related field, or equivalent relevant experience.

•       ITIL Foundation or Intermediate certification, with practical incident and problem management experience, and a recognised payments or card-industry certification.

•       3–6 years' experience in technical or application support, including at least three years in payments, fintech, banking or a payment gateway environment.

•       Proven experience managing incidents and recurring problems on merchant-facing or customer-facing platforms, including communicating with merchants during live incidents.

•       Third-line support or specialist escalation experience at a payment gateway, acquiring bank or payment service provider would be advantageous.

•       Experience supporting enterprise customers, deputising for a Team Leader or working with external technology partners would be advantageous.

Essential Technical Knowledge:

•       Card payments, card scheme rules, chargebacks, and the evidence requirements and deadlines for responding to disputes.

•       Transaction tracing across card payments, Instant EFT, PayShap and bank account payments, including double-entry transaction records.

•       REST APIs, hosted checkout, plugins, software development kits (SDKs), webhooks and callbacks.

•       Root cause analysis, incident escalation and the technical information required by Engineering teams to investigate faults.

•       Secure data handling, access controls and the practical application of POPIA and PCI DSS in customer support.

ATTRIBUTES:

•       Analytical, accountable and proactive, with strong technical troubleshooting skills.

•       Calm and methodical when handling high-priority incidents and time-sensitive issues.

•       Takes ownership of merchant communication, follow-ups and incident resolution.

•       Communicates clearly and professionally with senior merchant stakeholders and internal teams.

•       Raises risks and delays early and collaborates constructively across departments.

•       Maintains high standards of service quality, confidentiality and data protection under pressure.

Working Requirements:

•       Excellent written and spoken English, with the confidence to communicate with senior merchant stakeholders.

•       Availability to work rostered shifts from Monday to Sunday, including standby and incident callouts as required.

•       Successful completion of role-related criminal and credit screening.

•       Completion of POPIA and PCI DSS training during induction, with annual refresher training.