CCBill

Customer Support

• Handle all aspects of support for online payment processing merchants
• Handle client communications via phone, chat, and email
• Perform triage and troubleshooting of issues and requests
• Provide follow-up on issue resolution to merchants
• Complete change documentation for merchant requests
• Own merchant technical integrations with CCBill systems
• Advise merchants regarding company products and features
• Soft sell CCBill products to increase revenue for merchants
• Escalate issues to internal teams according to departmental policies
• Stay organized and up to date on company systems and features
• Identify and implement solutions to improve the merchant experience
• Provide ancillary support for escalations via other customer support groups
• Perform other duties as assigned

Merchant Support Specialist

• Design, develop, and implement comprehensive training programs for merchant support agents
• Conduct onboarding sessions for newly hired support agents covering company policies, systems, processes, products, and services
• Provide continuous learning opportunities for the existing merchant support team
• Develop training materials including presentations, videos, job aids, and interactive exercises
• Assess training effectiveness through quizzes, role-playing exercises, and practical evaluations
• Provide feedback to trainees and management
• Partner with product development, compliance, and operations teams on product features, updates, and policies
• Continuously evaluate and improve training processes and methodologies
• Build and maintain a comprehensive knowledge base for merchant support agents
• Monitor industry trends and changes in payment processing
• Provide one-on-one coaching and mentorship to support agents
• Assist agents in resolving complex issues and improving performance

Merchant Support Specialist, T2

Systems Engineer

• Perform system maintenance, patching, troubleshooting, and incident response to ensure infrastructure stability, performance, and reliability
• Identify recurring operational issues and improve processes and tooling
• Design IAM workflows and contribute to integrations between infrastructure, authentication, authorization, and security systems
• Apply Linux security best practices, hardening standards, and compliance requirements
• Build scalable infrastructure stacks and improve high availability, resilience, and recovery capabilities
• Improve SRE practices, incident response, and operational processes
• Introduce or improve tooling for incident management, troubleshooting, and operational visibility
• Lead medium-scope infrastructure projects involving multiple teams from technical planning and design through implementation
• Research, test, and implement technologies that improve infrastructure resilience, efficiency, maintainability, and reliability
• Provide technical guidance to other engineers and contribute to documentation and standards
• Analyze infrastructure performance and support security and compliance audits
• Improve CI/CD workflows and manage Kubernetes deployments and supporting infrastructure
• Define alerting standards, improve monitoring and observability, and develop custom Prometheus exporters or other integrations
• Design automation workflows and develop or refactor infrastructure automation using Puppet, Ansible, Terraform, scripting, and similar tools

Linux Systems Engineer

• Provide an advanced level of troubleshooting support for complex problems and enquiries from Consumer Support Representatives
• Assist CSRs with issue escalation and resolution
• Ensure proper escalation channels are managed
• Assist management with phone, email, and live chat queue management strategies
• Coach and mentor CSRs to reinforce continued education
• Resolve escalated customer and webmaster issues to satisfaction
• Understand queue service level expectations and assign available staff appropriately to ensure service levels are met

Merchant Support Specialist

Merchant Support Specialist, T2

Linux Systems Engineer

Senior Support Representative