Technical Support and Customer Service at Orchid HR Outsourcing

• We are seeking a talented, proactive and detail-oriented Technical Support and Customer Service to support the stability and efficiency of our technical systems and payment operations. The role involves providing technical support, monitoring system performance, managing reconciliations, and working closely with internal teams and external partners to ensure seamless operations

Key Roles & Responsibilities 

• Respond promptly to merchants’ inquiries via email, live chat, phone and any other approved communication channels. 
• Troubleshoot and resolve a wide range of technical issues, including debugging APIs and payment integrations. 
• Log, track, and manage support tickets with high level of accuracy and attention to detail, ensuring timely resolution and proper documentation.
•  Maintain a strong understanding of clients’ business operations and payment workflow to provide effective and relevant operations. 
• Collaborate with internal teams (Engineering, Product, Operations and Finance) to escalate and resolve high priority or complex issues. 
• Monitor network and system performance, troubleshoot connectivity and transactions issues and escalate incidents when required. 
• Monitor, support and ensure the smooth operation of payment systems and related services. Analyze and interpret application and transaction logs to identify, investigate, and resolve system or transactional- issues.
•  Accurately document and update merchant and customers records based on interactions within the CRM and other information management system.
•  Resolve customer and merchant complaints by providing appropriate solutions or alternatives and ensuring resolution within agreed service timelines. 
• Communicate complex technical operations issues clearly to relevant service owners or departments and recommend appropriate actions. 
• Effectively manage incoming and outgoing calls while maintaining professionalism. 
• Identify and access merchant and customer need to ensure satisfaction is met.
• Maintain accurate levels of all customer interactions, enquiries, complaints and resolution in line with company policies.
• Ensure all customer databases are updated, accurate and compliant with data protection requirements. 
• Create, manage and maintain customer and merchant databases
• Prepare and submit weekly and monthly reports on support activities, trends, system issues and performance metrics.
• Conduct customer survey and product surveys to support service improvement initiatives. 

Qualifications/ Requirements

• Bachelor’s degree in Business Information Technology (BBIT) or a related field. 
• At least 1-year experience working within the same roles.
• Strong working knowledge of MySQL databases (queries, basic optimization, troubleshooting).
• Experience with server administration, particularly Ubuntu/Linux servers. 
• Hands-on experience with AWS services (EC2, RDS, CloudWatch, or related services). 
• Familiarity with system monitoring tools, logs, and basic troubleshooting workflows. 
• Financial & Analytical Skills 
• Basic knowledge of financial accounting concepts, including:  Transaction flows, Settlements, Reconciliations 
• Strong proficiency in financial reconciliation tools like Excel, reporting tools, and data analysis tools. 
• Ability to investigate transaction mismatches and explain variances clearly. Soft Skills & Work Ethic 
• Excellent verbal and written communication skills. 
• Customer-focused mindset with experience in customer or merchant support. 
• Self-motivated, proactive, and able to work with minimal supervision. 
• Flexible availability, including support outside standard working hours when required.
• Strong team player with the ability to collaborate across technical and non-technical teams. 
• High attention to detail and strong problem-solving skills.