Customer Service Representative supporting mining operations for Komatsu, which develops construction and mining equipment and technologies. Managing parts orders, quotations, customer issues, returns, and sourcing.
About the role
- Technical onboarding and payments support specialist guiding high-risk merchants through gateway integrations, testing, and live processing. Troubleshooting APIs and coordinating PSP, acquirer, and technology partners.
Responsibilities
- Guide new clients through technical integration with FinSet’s gateway and orchestration platform
- Explain API documentation, integration requirements, authentication, credentials, sandbox environment, payment flows, testing procedures, and production-launch steps
- Troubleshoot integration issues and identify likely causes
- Gather technical information and escalate issues to the gateway/orchestrator technical team when necessary
- Manage communication through issue resolution and translate outcomes back to clients
- Help merchants navigate the gateway/orchestration platform
- Configure and connect PSP/acquirer credentials as providers are onboarded
- Coordinate technical requirements between merchants and relevant PSPs
- Help merchants perform test transactions and validate payment flows
- Troubleshoot failed tests and identify whether issues originate with the merchant integration, gateway/orchestrator, PSP, or configuration
- Ensure technical setup is ready before live processing
- Serve as the first technical-support contact for live merchants
- Coordinate with merchant technical teams, FinSet’s internal team, gateway/orchestrator technical teams, and PSP/acquirer support teams
- Keep communications organized and issues progressing toward resolution
- Support transaction failures, API errors, configuration problems, credential issues, payment-method setup, routing questions, webhook/callback issues, PSP connectivity, and other payment-processing problems
Requirements
- Previous experience in payment gateways, payment orchestration, PSPs, acquiring, or technical payments support
- Comfortable reading and understanding API documentation
- Able to explain API and integration requirements clearly to developers
- Understanding of REST APIs, API requests/responses, authentication, webhooks/callbacks, credentials, sandbox versus production environments, and common HTTP/API errors
- Practical understanding of online payment flows and how merchants, gateways, orchestrators, PSPs, and acquirers interact
- Able to troubleshoot methodically rather than immediately escalating every issue
- Able to collect error messages, request/response details, transaction IDs, timestamps, logs, and configuration details before escalating issues
- Able to communicate technical problems clearly and efficiently with external technical support teams
- Comfortable working with client developers and less-technical client stakeholders
- Able to take ownership of issues through resolution
- Highly organized and able to manage several merchant integrations and support conversations simultaneously
- Clear and professional communication in English
- Experience configuring PSPs or payment methods within gateways/orchestrators
- Experience troubleshooting live payment-processing issues
- Familiarity with payment routing, declines, webhooks, callbacks, transaction statuses, MID configuration, credentials, and payment-provider integrations
- Experience with high-risk industries such as forex, CFDs, prop trading, iGaming, crypto, or similar verticals
- Coding experience is helpful but not required
Benefits
- Permanent employment
- 40 hours/week
- 20 days of annual leave
- Fully remote position
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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