mx51 is a payments-as-a-service solution for banks, non-bank acquirers, and other merchant service providers. This company is building a payment platform that allows merchants to accept payments in-store, in-app, and online, while consolidating all their data on a real-time business management dashboard. mx51 is looking for an enthusiastic Customer Support Specialist to join their team and provide excellent merchant experience.
Location
- Remote (work from anywhere)
Employment type
- Full-time
Work Arrangement
- Remote
Rotating Roster:
Yes, flexible to work on a rotating roster in a structured environment
Job Overview
The Customer Support Specialist will be responsible for supporting customers by resolving product and service issues, and providing information and education through in-depth knowledge of mx51’s products and services. This role requires a strong commitment to being “Customer Obsessed” and providing high-quality communication and feedback.
Key Responsibilities
- Handle incoming and outgoing calls, create, manage, follow-up, and resolve support requests via ticket-based CRM (Zendesk)
- Resolve customer product or service problems through troubleshooting technical issues, determining the root cause of the problem, and selecting, explaining, and applying the best solution
- Identify patterns and trends for merchant issues and attempt to replicate and complete testing to resolve said issue
- Manage the escalation process where required to better service merchants
- Contribute towards merchant servicing documentation, both creation and maintenance
- Manage internal and external system access to support-oriented systems
Requirements:
- At least 2 years of experience as a help desk technician or a technical customer service support role
- Proven experience in troubleshooting banking, payments, or Point of Sale (POS) systems issues
- Previous experience working with Zendesk or other ticketing systems
- A can-do attitude, and a willingness to learn
- A genuine interest in payments and technology
- Ability to think on your feet and problem-solve
- Good time management skills
- Adaptability, multitasking, and working in a fast-paced environment
FAQs About Customer Support Specialist role at mx51:
1. What does a typical day look like for a Customer Support Specialist at mx51?
You will handle customer inquiries via calls and tickets, troubleshoot technical issues, contribute to documentation, and collaborate with internal teams to ensure merchants receive top-tier support.
2. What qualifications are required for this role?
Candidates should have at least two years of experience in a technical customer service or help desk role, preferably in payments, banking, or POS systems.
3. Is prior experience with Zendesk mandatory?
Yes, familiarity with Zendesk or similar ticketing systems is required to efficiently manage customer support requests.
4. What kind of technical challenges will I be handling?
You will troubleshoot issues related to payments, banking integrations, and Point of Sale systems while identifying patterns and trends to improve merchant support.
5. Does mx51 provide training for new hires?
Yes, new employees receive thorough training on mx51’s products, systems, and troubleshooting processes to ensure success in the role.
6. What does mx51 value in a candidate?
The ideal candidate has a customer-first mindset, strong problem-solving skills, adaptability, and a keen interest in payments and technology.
7. Is this position fully remote?
Yes, this is a remote role, allowing you to work from anywhere while supporting merchants worldwide.
8. Are there structured work shifts?
Yes, the position requires flexibility to work on a rotating roster in a structured environment.
9. What tools will I use daily?
You will work with Zendesk, customer relationship management software, internal support tools, and technical troubleshooting platforms.
10. Does mx51 offer career growth opportunities?
Yes, mx51 fosters a culture of innovation and learning, with opportunities for career growth, professional development, and skill enhancement.
11. How does mx51 support work-life balance?
mx51 provides flexible work practices, paid leave for volunteering, and the option to swap public holidays for alternative days off.
12. What is the expected salary range?
The position offers a salary package ranging from $85k to $120k per annum, depending on experience and qualifications.
Salary package
$85k to $120k per annum
Required document
- Resume
Method Of Application
Qualified and interested applicant should click the APPLY HERE LINK below to start filling out the application form and submit it before the deadline.
APPLY HERE
Deadline: Not Specified
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Take a minute to read about the company
About mx51
- The Vision Behind mx51
mx51 is a payments-as-a-service solution that is revolutionizing the way businesses manage their payments. With a focus on providing an excellent merchant experience, mx51’s payment platform allows merchants to accept payments in-store, in-app, and online, while consolidating all their data on a real-time business management dashboard. This innovative approach has enabled mx51 to establish itself as a leader in the payments industry. By providing a seamless payment experience, mx51 is helping businesses to grow and thrive in a rapidly changing market.
The payment platform is designed to be user-friendly and efficient, allowing merchants to easily manage their payments and access valuable insights into their business. With a strong commitment to customer support, mx51’s team is dedicated to providing exceptional service and ensuring that merchants have everything they need to succeed.
- The Impact of mx51
mx51’s payment platform is making a significant impact on businesses of all sizes. By providing a seamless payment experience, mx51 is helping businesses to grow and thrive in a rapidly changing market. The company’s commitment to innovation and customer support has enabled it to establish itself as a leader in the payments industry.
mx51’s payment platform is designed to be flexible and adaptable, allowing businesses to easily integrate it into their existing systems. This flexibility has enabled mx51 to work with a wide range of businesses, from small startups to large enterprises. With a strong focus on customer support, mx51’s team is always available to provide assistance and ensure that businesses are able to get the most out of the payment platform.
