E-Commerce Support Specialist

Description

Viva.com, the 1st Tech Bank in Europe for Businesses, revolutionises omnichannel payments acceptance, offers card issuing, loans and deposit accounts. Viva.com is the first to pioneer and holds the top position in the Tap on Any Device technology, enabling payments acceptance on any device or even without a device.

Today Viva.com is leading the transition to All-in-One business solutions, powered by its full suite of financial services. To that end, reflecting its holistic approach to business needs, Viva.com has built a dynamic ecosystem featuring over 450 tech partner-innovators in the software and hardware space. Connecting directly to all local payment schemes, alternative payment methods and payment systems across the continent, further strengthens Viva.com’s value proposition. 

Viva.com envisions to provide businesses a value-driven platform to accelerate the adoption of the latest technology. 

The Role

As an E-Commerce Support Specialist at Viva.com, you will play a pivotal role in delivering exceptional customer service and ensuring the seamless technical experience of our business clients across e-commerce platforms. As a trusted partner, you will assist merchants in navigating complex integration journeys, working with APIs and plugins, while leveraging AI-driven tools to enhance efficiency and accuracy in support delivery.

Responsibilities
Serve as a distinguished Viva.com ambassador, acting as the second-level point of contact for escalated technical issues related to e-commerce, plugins, and API integrations.
Be the escalation focal point for the first-level support team, ensuring high-quality, timely, and seamless resolution of complex customer requests.
Provide exceptional customer service by proactively researching and responding to technical inquiries with accuracy, professionalism, and transparency.
Build long-term trust with customers by identifying the most appropriate and effective solutions to their e-commerce integration challenges.
Assist customers in integrating Viva.com’s supported plug-ins, APIs, and payment tools, offering step-by-step troubleshooting and expert guidance.
Diagnose and resolve issues using documented procedures and advanced diagnostic tools, while actively contributing to knowledge base enrichment through AI insights.
Utilize AI-powered support tools and dashboards to accelerate response times, identify issue patterns, and optimize the overall support experience.
Consistently meet or exceed predefined qualitative and quantitative performance targets.

Maintain a strong technical understanding of e-commerce platforms and display excellence in communication, technical problem solving, and customer engagement.

At Viva.com, we believe in amplifying human potential through AI. When you join us, you're stepping into a future-forward environment where technology empowers every role, driving smarter, more efficient.