Junior Support Specialist

1 day ago

Pasig, National Capital Region, Philippines TraxionTech Inc Full time $40,000 - $60,000 per year

Job Title: Junior Support Specialist (Transactions & System Support)

Department: Customer Support / SQAT

Reports To: Support Team Lead / Support Manager

Job Summary

The Junior Support Specialist is responsible for assisting customers, merchants, and internal teams with transaction-related inquiries and system issue reporting. The role involves verifying transaction statuses, investigating discrepancies, and escalating system problems such as downtime or technical errors to the appropriate teams. This position requires strong attention to detail, effective communication skills, and flexibility to work night shifts, weekends, and holidays to support 24/7 operations.

Key Responsibilities

  • Handle transaction-related inquiries via phone, email, chat, or ticketing system.
  • Verify and confirm transaction details, payment statuses, and account information.
  • Investigate and document discrepancies, failed transactions, or disputes.
  • Monitor system performance to detect possible outages, delays, or errors.
  • Log, document, and escalate system-related issues to IT/Technical Support.
  • Coordinate with banks, payment gateways, or internal teams for resolution.
  • Provide timely updates and clear communication to customers and stakeholders.
  • Maintain accurate records of all cases, including troubleshooting steps and resolutions.
  • Follow Standard Operating Procedures (SOPs) and ensure compliance with company policies.
  • Be available to work night shifts, weekends, and holidays as required.

Qualifications

  • Bachelor's degree in Business Administration, Finance, IT, or related field preferred but not required.
  • Strong attention to detail and accuracy in handling financial and technical information.
  • Good verbal and written communication skills.
  • Customer service-oriented with patience and empathy.
  • Ability to work under pressure in a fast-paced environment.
  • Basic understanding of payment systems, transaction flows, or financial platforms is an advantage.
  • Flexible to work night shifts, weekends, and holidays.

Preferred Skills

  • Experience with payment platforms, transaction monitoring tools, or ticketing systems.
  • Basic knowledge of system monitoring and incident reporting.
  • Familiarity with fraud detection, dispute handling, or chargeback processes.
  • Proficiency in MS Office or Google Workspace.

Working Conditions

  • Office-based or remote depending on company policy.
  • Shift schedule including nights, weekends, and holidays for 24/7 coverage.

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