Product Support Specialist

Helprise is an organization that combines global reach with local talent. We work for companies that value quality, partnership, and responsibility, creating teams that really work. By precisely matching skills and business needs, we connect specialists with projects where their knowledge has a real impact. By joining us, you become part of an environment where matching is not a coincidence, but a decision. As a Product Support Specialist, you will provide fast and reliable support to merchants using our client’s payment solutions. This role is at the frontline of the merchant support experience, ensuring that technical and operational issues are resolved efficiently and professionally. You will become a subject matter expert in the client’s products and payment processes, acting as a trusted partner for merchants seeking accurate information and timely assistance. Working closely with cross-functional teams, including Sales, Client Success, Operations, and Engineering, you will help troubleshoot account and product-related issues, deliver effective solutions, and contribute to the development of scalable internal processes that enhance the overall customer experience. YOU WILL Provide support to merchant partners, including e-commerce retailers using a variety of online platforms Investigate and resolve technical, operational, and configuration-related issues using a range of troubleshooting techniques Collaborate closely with internal technical and business teams to ensure timely resolution of merchant inquiries and deliver a high-quality support experience Manage multiple customer requests simultaneously while effectively prioritizing tasks and maintaining service standards Contribute to the development and improvement of scalable support processes and workflows Communicate with merchant partners regarding product updates, new features, and service enhancements Gather and share customer feedback and feature requests to support product improvements and future development initiatives YOU NEED Bachelor's degree or equivalent professional experience At least 2 years of experience in a relevant industry (e.g. Technology, E-commerce, SaaS, FinTech) and/or a similar customer-facing support role Ability to manage a high volume of requests efficiently while maintaining a customer-focused approach Strong written communication skills, with the ability to explain technical concepts and instructions clearly and professionally Ability to quickly understand complex technical systems, processes, and integrations Proven ability to take ownership of projects and tasks, driving them through to completion while adapting to changing priorities Strong analytical and problem-solving skills, including the ability to identify underlying customer needs and challenges Ability to build positive relationships with customers and internal stakeholders Nice to Have Experience working with major e-commerce platforms such as Shopify, WooCommerce, Magento, or similar solutions Exposure to web technologies, APIs, or basic web development concepts Experience working with logs, structured data, or technical troubleshooting tools Experience in payments, fintech, or digital commerce environments Seniority level will be adjusted based on experience Work flexibility We give you the opportunity to adjust your work to your lifestyle. We offer flexible hours as well as the possibility of remote or hybrid work, depending on the role and your preferences. Basic benefits package We care about the health and well-being of our employees - we provide private medical care, a MultiSport card, and life insurance. Development on your terms We provide an individual development budget that you can use for your professional growth. As a Lumina Learning partner, we also give you access to unique tools and the support of certified practitioners, so you can better understand your potential and strengthen your talents. Integration and shared experiences We regularly enjoy new experiences together and build relationships in an inspiring atmosphere. From cooking sessions, through yoga weekends in nature, to the thrill of escape rooms.