Tech Support Agent / Sliema

About the Support team at Trustly:

The Support team provides support to Trustly’s merchants, making sure all of their questions are answered and problems are solved in a fast, accurate and friendly manner. The team works closely with the Product team to ensure Trustly’s payment service reflects its customers’ needs. After all, a Product team that embraces feedback produces innovative products that blow customers away.

About the Tech Support Agent role:

As a Tech Support Agent at Trustly, you’ll investigate and resolve customers’
technical payment issues that have occurred within the payments platform. In addition, you’ll provide effective, efficient and knowledgeable customer service and solutions to both customers and teammates.

Responsibilities:

  • Ensure transaction processes work as intended
  • Handle customer queries through different channels including, but not limited to, phone calls, live chat and email
  • Generate new ideas and suggestions for continuous improvements in current systems of processes and procedures to enhance the customer experience

Requirements:

  • Experience in main payment methods, including credit cards, Skrill, PayPal, internet bank transfers and others
  • Experience in IT troubleshooting
  • Relevant degree or equivalent work experience
  • Prior support experience in a financial or technical fiel
  • Analytical, problem-solving and decision-making skills
  • Ability to multitask and prioritize
  • Fluent in English

Desired skills:

  • Proficient written and oral communication skills in dealing with external customers/users
  • Experience with Microsoft Office, Desk and/or Confluence
  • Knowledge of the practices, procedures and problem-solving techniques required to verify and resolve payment transaction issues
  • Ability to identify errors and patterns in calculations, data and issues
  • Demonstrated knowledge of SQL skills; should include but not limited to querying the database to gather information and troubleshooting plus experience with updating entries and transactions

Thank you!

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