(Junior) Merchant Support Specialist (f/m/d)
- Location
- Austria
- Type of Employment
- Permanent
- Time Commitment
- Full time
Established in 2000, DIMOCO Payments is a trusted payment company with a license from the Austrian Financial Market Authority. Our expertise, flexible payment solutions, and trusted network enable merchants to effortlessly accept payments for goods and services worldwide.
In our international team of 20+ nations, you can expect plenty of room for your personal touch and personal responsibility. Flexible working hours and home office options support your work-life balance.
Your Mission
Don't feel like standing still? Then DIMOCO is the right place for you!
As a Merchant Support Specialist, you ensure seamless payment experiences for our partners. Acting as the link between merchants, technical teams, and operations, you resolve issues quickly, efficiently, and with a strong customer focus.
You contribute to high service quality, optimize support processes, and help keep our payment operations stable and secure - driving continuous improvement in a fast-paced, international environment.
Sounds exciting? Keep reading
Responsibilities
- Handle merchant inquiries and support requests as the first point of contact via ticketing systems, email, or other channels.
- Investigate and troubleshoot basic technical or transaction-related issues, escalating complex cases to 2nd level support when necessary.
- Monitor live transactions and system alerts to ensure smooth payment processing and quickly detect potential issues.
- Diagnose and resolve incidents/problems in our applications.
- Document incidents, solutions, and troubleshooting steps to maintain internal knowledge and improve support processes.
- Create and analyze reports to support internal teams and external partners with operational insights.
Requirements
- First experience in customer support or an IT-related education.
- Strong service mindset with a solution-oriented approach.
- Highly motivated and proactive, with a hands-on mentality and willingness to take responsibility.
- Strong communication and coordination skills, working effectively with internal teams, merchants, and external partners.
- Good knowledge of Microsoft Excel for data analysis and reporting, SQL is a plus.
- Basic knowledge of the payments environment (e.g., PSP gateways, card payments, PCI standards) is an advantage.
- Ability to document incidents, troubleshooting steps, and operational processes.
- Fluency in English is required; German is an advantage.
Benefits
- A position with great responsibility which is diverse and exciting.
- Amazing benefits like a day off on your birthday, enabling you to celebrate this special day with family and friends. 🍰
- Interesting and international working environment in the growing and forward-looking payment industry, characterized by a dynamic and open working atmosphere.
- Team spirit, passion, creativity and flat hierarchies characterize our company.
- Flexible working hours and home office options.
- Modern office at Campus 21 in Brunn am Gebirge (with a free shuttle bus to and from Vienna).
- Legendary DIMOCO team events.
- Of course, you will receive a competitive remuneration package, which we will be happy to discuss with you personally. For legal reasons we must indicate the gross annual remuneration package which starts at around EUR 36.000,- (full-time) and depends on your qualifications and experience.
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