Overview
Support Specialist Jobs in Wrocław, Dolnośląskie, Poland at paytech
Title: Support Specialist
Company: paytech
Location: Wrocław, Dolnośląskie, Poland
Department: Customer Experience – Payments Domain
Location: Wroclaw [Onsite / Hybrid]
paytech is a next-generation payment technology company focused on delivering secure, scalable, and frictionless payment solutions for businesses worldwide. Our payment gateway powers thousands of merchants, and we are now expanding its capabilities with new, innovative functionality.
About the Role:
We are looking for a Support Specialist to join our Customer Experience team and act as a key point of contact for merchant-related transactional support. This role focuses on handling incoming requests from merchants of our white-label partners, ensuring the timely resolution of payment issues, and maintaining a high standard of service.
The ideal candidate has hands-on experience in a PSP, payment gateway, or acquiring environment and understands transaction flows, payment methods, and operational support processes.
Key Responsibilities:
- Serve as the primary contact for merchant transactional support requests;
- Investigate and resolve issues related to payment processing failures, transaction statuses (approved/declined/pending) and settlements, API/payment integration-related queries;
- Raise a flag to internal teams to troubleshoot and escalate issues when needed;
- Communicate clearly with merchants and partners, providing timely updates and resolutions;
- Monitor support queues and ensure SLA;
- Identify recurring issues and contribute to process improvements and documentation.
Requirements:
- English proficiency at B2 level or higher (required); Russian (native or fluent) is a plus;
- 2–3+ years of experience in payments support, preferably within a payment service provider, payment gateway, acquirer, or fintech environment;
- Strong understanding of payment transaction lifecycle, card payments, APMs, and payment flows, basic API concepts, and integrations;
- Ability to investigate data discrepancies and analyze transaction-level details;
- Strong team collaboration skills;
- Ability to work in a shift-based environment;
- Ability to manage multiple tasks and priorities in a fast-paced environment.
We Offer:
- Competitive salary package and performance-based bonuses;
- Clear career progression path toward senior technical or product-related roles;
- Ongoing technical training and professional growth opportunities;
- A friendly, dynamic, and multicultural environment where your contributions are valued;
- The option to work in a hybrid format after the probation period.
