Merchant Support Specialist

Position Purpose:

CCBill EU and its parent CCBill form a part of CWIE LLC based in Phoenix Arizona, and handles online payment processing services and affiliate marketing solutions. We’ve been operating in the USA since 1998 and have satellite offices in Malta, the Netherlands, Serbia and Singapore.

The Merchant Support Specialist is responsible for handling all aspects of support for our on-line payment processing merchants. This includes but is not limited to the following: Technical support, integrating merchants and affiliates to CCBill systems, process management, account and contract maintenance, account review and soft selling additional features that will benefit our merchants.Shifts available are without rotation, 5 days a week, forty-hour week, afternoon and night from Monday to Sunday.

Principal Duties and Responsibilities:

• Responsible for handling all forms of client communications via phone, chat, and email
• Perform triage and troubleshooting of all issues and requests
• Provide proper follow up on any issue resolution to the merchant
• Complete change documentation for merchant requests 
• Ownership of merchant technical integrations with CCBill systems
• Experienced resource to merchants regarding company products and features
• Soft Selling CCBill products to increase revenue for our merchants
• Properly escalate issues to internal teams according to departmental policies
• Organized and up to date on all current Company systems and features
• Identify and implement solutions to improve the Merchant experience
• Offers ancillary support for any escalations via other customer support groups
• Other duties as assigned

Qualifications:

• High school degree or equivalent education
• Understanding of Linux permissions and server structure
• Beginner to intermediate experience with PHP, HTML, FTP, and CSS
• Proficient with Microsoft Word, Excel and current web browsers
• Working knowledge of current internet technologies
• Sales experience preferred, but not required
• Demonstrated ability to research and solve problems quickly with limited resources
• Ability to interface effectively with all levels of employees and management
• Ability to multitask
• Proven ability to prioritize and complete interdepartmental tasks in a timely fashion
• High degree of professionalism
• Excellent English language verbal and written communication skills

What we offer:

• Highly talented, professional and friendly team
• The ability to use cutting edge technologies
• Possibility for personal and professional growth
• Introductory training
• Private health insurance
• Sports activities
• Colorful offices in Novi Beograd
• Soft drinks, tea, coffee and fruit
• Social activities and very friendly working environment
• All benefits paid pursuant to relevant Serbian laws