Customer Support Specialist

About the role

As a Customer Support Specialist in the Platform Division, you will assist EveryMatrix clients with all payment‑processing queries and ensure a seamless support experience across email and chat channels.

Key responsibilities

• Monitor the payments platform and report any transaction issues.
• Respond to client queries regarding the payment platform via email or chat.
• Create and follow up on priority 3 and 4 incident tasks until resolution.
• Escalate priority 1 or 2 incidents to the technical department.
• Open configuration tasks to tailor payment methods and user interfaces per client requests.
• Manually sync or change transaction statuses to correct automatic processing issues.
• Act on alerts related to transaction processing, user registration, login, responsible gambling limits, or other platform disruptions.
• Send official notifications to clients about changes in transaction processing and scheduled or unscheduled maintenance.
• Collaborate with internal departments to be the first point of contact for client needs.
• Notify relevant teams of any blockages or improvements that affect transaction processing.
• Participate in platform migrations, assisting with transaction processing and client communication.

Required profile

• Excellent English (minimum B2 level) – both written and verbal.
• Previous experience in online payment processing or chat/email customer support is a plus.
• Strong computer literacy and logical problem‑solving approach.
• High attention to detail, accuracy and ability to multitask.
• Excellent written and verbal communication skills.
• Active listening with a proactive work ethic.
• Ability to follow documented procedures and devise logical solutions.
• Willingness to continuously learn and improve.

Required skills