eCommerce Support Representative

Global Payments Inc.

. Deliver first-line customer support for the e-commerce gateway and acquiring platforms.

Posted 11/4/2026full-timeDublin • IrelandJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support for e-commerce platforms, with a strong focus on problem-solving, communication, and collaboration across teams. Proficient in managing customer queries and enhancing service workflows while maintaining detailed case logs and reports.

Highest-signal resume keywords

Customer Support ExperiencePayment Solutions KnowledgeProblem Solving SkillsGoogle Productivity Suite ProficiencyTechnical Support Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

HTMLXMLCSSTechnical SupportCustomer Query ManagementTransaction ReportingCase LoggingProduct Migration SupportIncident MonitoringConfiguration Settings Management

Soft Skills

Clear CommunicationExcellent Customer ServiceCritical ThinkingRelationship BuildingFlexibility

Tools & Technologies

KibanaGrafanaGoogle DocsGoogle SheetsGMailInternal Ticketing Systems

Industry Keywords

E-Commerce GatewayAcquiring PlatformsMerchant OnboardingSupport WorkflowsCustomer Experience Enhancement

Tech Stack

Tools & technologies

Grafana

About the role

Key responsibilities & impact

Deliver first-line customer support for the e-commerce gateway and acquiring platforms.
Manage incoming queries via phone, email, and web chat.
Assist merchants with onboarding and Day 1 readiness through go-live.
Amend merchant account details and update configuration settings.
Provide standard reports covering transaction summaries, fees, and settlement information.
Troubleshoot common issues and escalate technical or complex cases to second-line teams.
Track and follow up on open support cases.
Support merchants through minor product and platform migration tasks.
Monitor live merchant activity post-launch and raise risks, incidents, or anomalies.
Maintain detailed case logs in internal ticketing systems.
Collaborate with Product, Operations, and Technical Support stakeholders.
Identify query trends and improve documentation and knowledge base articles.
Suggest enhancements to support workflows and customer experience.
Represent the company professionally and customer-focused at all times.

Requirements

What you’ll need

A minimum of 1 years experience working in a customer or technical support role is desirable.
Previous experience of working with payment solutions and technologies.
Clear communicator with excellent written, verbal and listening skills.
Ability to collaborate cross-functionally to understand customer and business requirements.
Ability to manage multiple projects and customers simultaneously, set priorities and adapt to changing conditions.
Excellent problem solving and critical thinking skills and able to break down complex problems into manageable components.
Excellent customer service skills and the ability to maintain and build relationships both internally and externally.
Proficient with Google (ideally) or Microsoft productivity suites - Docs, Sheets, GMail specifically.
A degree in IT, Computer Science or related discipline is desirable but not essential.
Understanding of programming languages and real-world applications/services, in particular HTML, XML and CSS would be beneficial for your future development.
Previous use of Kibana or Grafana would be advantageous.
Enthusiasm and desire to succeed.
Identifying and embracing new ideas to enhance service, products or personnel.
Flexibility in approach to customer and business needs.

Benefits

Comp & perks

Hybrid work arrangement