Fintech-Technical Support Specialist – Payment Processing

Recruit AI is seeking a skilled Fintech-Technical Support Specialist focused on payment processing to join our IT Operations team onsite in Lahore. This role plays a pivotal part in providing expert technical support for backend payment operations and merchant services within the financial services industry. The ideal candidate leverages technical troubleshooting expertise, familiarity with payment processing systems, and strong analytical skills to ensure seamless payment transaction flows. They collaborate closely with merchants, internal teams, and payment processors to diagnose and resolve hardware, software, and network issues related to payment terminals and POS systems. This role demands a detail-oriented and proactive professional who manages multiple priorities in a fast-paced environment while maintaining compliance with payment industry security standards. Although this position does not involve team management, it requires effective communication and coordination across cross-functional units to support merchant onboarding and maintain system integrity. The working hours align with US business time zones, emphasizing flexibility and dedication to service excellence.
Responsibilities

Monitor daily payment processing activities ensuring accuracy and completeness of transaction workflows.
Investigate, diagnose, and resolve payment exceptions, transaction failures, and settlement discrepancies promptly.
Escalate critical payment issues to appropriate internal departments and external vendors for swift resolution.
Provide Level 1 and Level 2 technical support for payment terminals, POS devices, and backend payment systems efficiently.
Troubleshoot hardware, software, and network connectivity problems related to payment processing equipment and infrastructure.
Support payment gateway configurations, merchant account setups, and onboarding procedures to facilitate seamless merchant activation.
Assist merchants with terminal deployment, profile configuration, pricing structure setup, and provide technical training as needed.
Create, manage, and resolve support tickets using CRM and ticketing tools while adhering to defined service level agreements.
Maintain detailed logs documenting incidents, troubleshooting methodologies, and resolution outcomes for continuous improvement.
Track and analyze recurring issues to identify root causes and suggest process improvements to enhance support efficiency.
Communicate timely and clearly with merchants regarding issue statuses and expected resolution timelines.
Maintain accurate and up-to-date records of merchant profiles, payment system documentation, and operational procedures.
Support software deployments and system testing while ensuring compliance with internal security policies and payment industry standards such as PCI-DSS.
Collaborate effectively with Sales, Operations, and IT teams to ensure smooth onboarding experiences and ongoing merchant support.
Manage workload efficiently, prioritizing multiple tasks to meet deadlines in a dynamic and high-demand fintech environment.
Work onsite in Lahore during US business hours (6:00 PM to 3:00 AM), demonstrating reliability and commitment to operational needs.