Application Support Executive

Position Summary

The L1 Customer Support Specialist is the first point of contact for end-users and merchants requiring assistance with the platform’s services. This role involves resolving basic technical issues, answering queries, and escalating complex problems to Level 2 or specialized teams. The ideal candidate is customer-focused, detail-oriented, and able to manage communications in a fast-paced, high-volume environment. 

Key Responsibilities

·                    Handle incoming customer queries via email, phone, or ticketing system 

·                    Log tickets accurately in the CRM/helpdesk system (HubSpot/Jira) 

·                    Triage and resolve common issues related to user accounts, login/access, payment failures, and basic customer knowledge 

·                    Perform routine troubleshooting steps based on internal SOPs 

·                    Identify and escalate complex issues to L2 support or relevant departments (risk, compliance, technical) 

·                    Work with acquirers to identify and resolve merchant settlement issues 

·                    Follow up on escalated cases to ensure timely resolution 

·                    Use internal documentation to guide responses while also being proactive in understanding customers’ needs and responding accordingly 

·                    Recommend updates to FAQs and help articles based on recurring queries or gaps 

·                    Maintain detailed and accurate records of customer interactions 

·                    Tag and categorize tickets for analytics and QA 

·                    Stay current on new product features and updates 

·                    Participate in training sessions and team meetings 

·                    Meet CSAT benchmark requirements 

·                    Adhere to PCI compliance requirements at all times 

Key Tasks

Respond to tickets : Acknowledge and resolve queries within SLA timeframes 

Perform identity verification :Verify user details following KYC guidelines if required 

Troubleshoot login/payment issues :Guide users through basic problem-solving 

Log support interactions :Document all actions taken in the CRM/ticketing system 

Escalate edge cases: Route unresolved issues with context to L2 or engineering 

Participate in QA reviews 

Attend coaching or feedback sessions for performance improvement 

Update status dashboards :Report ticket status, issues and metrics during team handover sessions 

Required Skills & Experience

·                    1–2 years in a customer-facing or helpdesk support role (preferably in tech or finance) 

·                    Excellent written and verbal English communication 

·                    Strong interpersonal and active listening skills 

·                    Familiarity with CRM or helpdesk tools (e.g., Jira, HubSpot) 

·                    Ability to multitask and manage time efficiently 

·                    Basic understanding of payments, user authentication, or Fintech advantageous 

Qualifications, Certifications and Other Requirements

·                    Relevant tertiary education qualification or job experience 

·                    Police or NBI Clearance (or equivalent) required due to access to sensitive merchant data and account information. 

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