Viva. com
fintech
VIPSupportSpecialist
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“VIP Support Specialist at Viva. com. Skills: customer support, troubleshooting, problem-solving. Act as first point of contact. Deliver exceptional customer support”
What You'll Achieve.
achieving qualitative and quantitative performance targets
Industry & Context.
troubleshooting; problem-solving skills; analytical thinking; diagnose and resolve customer issues
What They're Looking For.
Must Have
1+ year of experience in customer support, merchant support experience, banking operations experience, fintech experience, telecommunications experience, payment services experience, horeca systems experience, client-facing environment experience, Strong customer care mindset, Excellent troubleshooting skills, problem-solving skills, attention to detail, Comfortable handling sensitive customer and financial information, Ability to explain technical topics in a clear and simple way, Confident using digital tools, Confident using CRM systems, Confident using payment platforms, Confident using online environments, Flexible, proactive, Excellent command of Dutch, Excellent command of French, Excellent command of English, Critical thinking, ownership, eye for detail
Nice to Have
Experience supporting merchants, payment solutions experience, POS systems experience, e-commerce platforms experience, business management tools experience, Previous exposure to payment terminals, Previous exposure to e-commerce checkouts, Previous exposure to hospitality systems, Previous exposure to ERP tools, Previous exposure to integrations
What You'll Do.
Act as first point of contact
Deliver exceptional customer support
Support merchants with integrations
Troubleshoot payment terminals
Perform firmware updates
Assist with device configuration
Conduct transaction analysis
Investigate payment issues
Diagnose and resolve customer issues
Escalate complex cases
Handle administrative tasks
Explain technical concepts
Work in fast-paced environment
Contribute to performance targets
How You'll Work.
Team & Collaboration
Escalate complex cases to specialized teams; ensuring excellent follow-up and communication
Communication Scope
communicating technical information; professional communication; explain technical topics; clear and simple way
Full Job Description
Viva.com is Europe’s first acquirer powering merchant payment acceptance across 24 countries and more than 1,165 devices. With an ECB-approved banking license and a presence in 24 European markets, Viva.com’s **Tap on Any Device** technology for in-store payments, **Smart Checkout** payment gateway for online payments, and marketplace payment solutions help businesses of all sizes accept and manage payments seamlessly. All Viva.com technology is built in-house on Microsoft Azure and is fully scalable, supporting every payment journey across physical and digital channels. Viva.com offers a seamless, conversion-focused omnichannel payments platform, supporting **40+ payment methods** , **17 languages** , and **9 currencies**. Our continuously expanding financial services suite includes innovative features such as **Real-Time Settlement** , **Offline Payments** , a Viva.com business debit card, and Merchant Advance solutions. Our platform also supports integrations with a wide range of e-commerce, ERP, hospitality, restaurant, event, and business management systems. Are you a **customer-focused and tech-savvy professional** with strong troubleshooting skills? Are you familiar with payment terminals, e-commerce checkouts, banking applications, transaction reporting, or merchant support environments? Do you enjoy solving problems, helping customers, and communicating technical information in a clear and professional way? If this sounds like you, then YOU might be the expert we are looking for to join one of Europe’s fastest-growing fintech companies. ### **As a VIP Technical Support Agent, you will:** * Act as the **first point of contact** for merchants and high-value customers regarding payment, terminal, and e-commerce-related issues * Deliver exceptional customer support while building trust and long-term relationships with clients * Support **merchants with integrations across e-commerce platforms, payment gateways, plug-ins, and business management systems** * Trou
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