Product Support Specialist

Helprise

39d•Hybrid

About The Position

Helprise is an organization that combines global reach with local talent. We work for companies that value quality, partnership, and responsibility, creating teams that really work. By precisely matching skills and business needs, we connect specialists with projects where their knowledge has a real impact. By joining us, you become part of an environment where matching is not a coincidence, but a decision. As a Product Support Specialist, you will provide fast and reliable support to merchants using our client’s payment solutions. This role is at the frontline of the merchant support experience, ensuring that technical and operational issues are resolved efficiently and professionally. You will become a subject matter expert in the client’s products and payment processes, acting as a trusted partner for merchants seeking accurate information and timely assistance. Working closely with cross-functional teams, including Sales, Client Success, Operations, and Engineering, you will help troubleshoot account and product-related issues, deliver effective solutions, and contribute to the development of scalable internal processes that enhance the overall customer experience.

Requirements

Bachelor's degree or equivalent professional experience
At least 2 years of experience in a relevant industry (e.g. Technology, E-commerce, SaaS, FinTech) and/or a similar customer-facing support role
Ability to manage a high volume of requests efficiently while maintaining a customer-focused approach
Strong written communication skills, with the ability to explain technical concepts and instructions clearly and professionally
Ability to quickly understand complex technical systems, processes, and integrations
Proven ability to take ownership of projects and tasks, driving them through to completion while adapting to changing priorities
Strong analytical and problem-solving skills, including the ability to identify underlying customer needs and challenges
Ability to build positive relationships with customers and internal stakeholders

Nice To Haves

Experience working with major e-commerce platforms such as Shopify, WooCommerce, Magento, or similar solutions
Exposure to web technologies, APIs, or basic web development concepts
Experience working with logs, structured data, or technical troubleshooting tools
Experience in payments, fintech, or digital commerce environments

Responsibilities

Provide support to merchant partners, including e-commerce retailers using a variety of online platforms
Investigate and resolve technical, operational, and configuration-related issues using a range of troubleshooting techniques
Collaborate closely with internal technical and business teams to ensure timely resolution of merchant inquiries and deliver a high-quality support experience
Manage multiple customer requests simultaneously while effectively prioritizing tasks and maintaining service standards
Contribute to the development and improvement of scalable support processes and workflows
Communicate with merchant partners regarding product updates, new features, and service enhancements
Gather and share customer feedback and feature requests to support product improvements and future development initiatives