Customer Support Specialist

QORE is a corporate-grade payment service provider built for transparency, reliability, and professional delivery. We help merchants and operators scale with clear reporting, predictable settlement workflows, and responsive worldwide 24/7 support.

Powered by a proven processing infrastructure and deep operational expertise, QORE combines enterprise-level governance with fast onboarding and robust integrations - so partners can grow confidently, compliantly, and efficiently.

Responsibilities

Merchant Query Handling

• Understand and analyze merchant queries carefully before taking any action.
• Communicate clearly with merchants to collect all required details related to the issue.

Ticket Management

• Create and manage support tickets in JIRA for every merchant issue.
• Ensure tickets are properly documented with accurate details and evidence.
• Track ticket status and follow up until closure.

Issue Classification & Assignment

• Identify the nature of the issue and assign it to the appropriate internal team:
• Debited / Charged but Not Successful Transactions
• Decline Reason Explanation
• Approved but Technical Issues
• Country-wise or BIN-wise Performance Issues
• Pricing, Fees, and Agreement-related Queries
• Finance-related Queries (settlements, reconciliation, balances)
• Transaction-related Issues

Bank & Partner Coordination

• Communicate with associate/acquiring banks for transaction-related issues.
• Investigate transaction failures, pending, or debited cases with banks.
• Coordinate with banks and internal teams to resolve issues efficiently.

Internal Coordination

• Work closely with Technical, Finance, Risk, and Operations teams.
• Ensure proper handover of issues with complete information.
• Follow escalation procedures when required.

Resolution & Communication

• Provide clear and timely updates to merchants.
• Ensure issues are resolved within agreed timelines (SLA).
• Maintain professional and supportive communication at all times.

Reporting & Documentation

• Maintain proper records of issues and resolutions.
• Share regular updates or reports with management when required.
• Identify recurring issues and report them for process improvement.
• Good communication skills: clear, polite, and professional written and verbal communication.
• Customer-service mindset: patience, empathy, and the ability to handle frustrated customers.
• Basic technical knowledge: Windows/macOS, browsers, email, Microsoft Office/Google Workspace, and basic troubleshooting.
• Problem-solving skills: ability to identify an issue, follow troubleshooting steps, and determine when to escalate.
• Ticketing systems: familiarity with Jira is useful but not mandatory.
• Documentation: accurately record customer issues, actions taken, and resolutions.
• Escalation skills: know when an issue is beyond L1 scope and needs to be escalated or sent to another department.
• Time management: handle multiple tickets or conversations while meeting response and resolution targets.
• English proficiency
• Competitive compensation
• Private health insurance and wellness benefits
• Flexible hybrid working model with predictable hours
• Budget for tools, learning, and professional development
• Long-term incentives aligned with company growth