Senior Customer Support Specialist
VirtualVocations
Providing advanced support for citizens and agency users, the full-time Senior Customer Support Specialist will focus on payment processing, transactional data resolution, and financial workflows while working remotely from Mexico. Key responsibilities: Serve as a Tier 2 escalation point for complex customer support cases related to payment processing and transaction discrepancies Investigate issues across the full transaction lifecycle and analyze transactional data to identify root causes and provide resolutions Communicate effectively with customers and internal teams, maintaining detailed documentation of cases and escalating unresolved issues as needed Required qualifications: 6+ years of experience in customer support, operations, finance, payments, or data-focused roles 4+ years of hands-on experience supporting payment processing and transactional systems Native or near-native English proficiency with strong comprehension and written communication skills Experience working with ticketing systems and structured support environments Basic SQL or data querying experience, with familiarity in payment gateways and financial reporting systems
Vacancy posted 2 days ago
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