Technical Support Specialist - Payments

We turn every customer interaction into an opportunity. We connect conversations, customer data and payments with AI Agents so that companies can deliver personal customer journeys at scale: both online and in person. “The entire customer journey. One platform” What we value Every CM.com colleague, connects to our 4 shared values : Drive and Lead You take initiative, make decisions and recognize opportunities. Making mistakes is part of moving forward. Grow and Learn The growth of our colleagues and our customers is our priority. You like to experiment, learn continuously and actively share knowledge and insights with others. Together and Care We work together and we believe that diverse perspectives lead to stronger outcomes. You value the social side of work, you show genuine interest and care about one another’s well-being. Speed and Change By welcoming AI Agents into our organisation, we fundamentally change how work is done. You are comfortable with change and you love working in a high paced environment. The Role As a Technical Support Representative, you start in the support team within the Payments business unit. The team handles all customer support related to the CM Payments Platform for both online payments and IPP (in-person payment terminals at customer sites). Payments that simply work matter enormously. That’s the whole point of this role. Right now, a large share of questions still gets escalated to our CSM/Development organization. The more we can take off their plate, the better. You will: Be the first point of contact for Payment support questions Problem analysis: turning a customer’s question into the real underlying issue, and solving it A wide range of questions: a PIN that doesn’t work, a till/cash register integration issue, transactions that are missing or incomplete, or unusual behavior in the API or the PIN terminal Replacement and repair requests for IPP terminals Online Payments Gateway integration: helping customers set things up themselves, following CM.com’s Payments Gateway API documentation Occasional involvement in onboarding and implementations, even though that’s formally outside the scope of the role Close collaboration with stakeholders across IPP and Professional Services Use AI (Claude) to think things through and figure things out yourself before escalating Thinking beyond the ticket: how do you standardize, and document recurring questions so future support is faster? The Technical Support Representative will report directly to the Lead Support. You will work directly with your 4 direct colleagues based in Amsterdam & Breda. Customers range from government bodies and well-known retailers like Zeeman or TUI to plenty of SMEs. It’s genuinely fun work: one day you’re helping a government body, the next a well-known retailer, and the next a small business, sometimes all on the same day. Questions come in via Teams calls and email to the support inbox. We use Jira for ticket handling. We’re exploring to further innovate the support application landscape with our own CM.com application stack: MSC, HALO and AI Service.