VIP Support Specialist

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
• Troubleshoot payment terminals, perform firmware updates, terminal resets, and assist with device configuration
• Conduct transaction and financial analysis to investigate payment-related issues and discrepancies
• Diagnose and resolve customer issues using documented procedures, analytical thinking, and attention to detail
• Escalate complex cases to specialized teams when necessary while ensuring excellent follow-up and communication
• Handle administrative tasks and sensitive customer information with accuracy and confidentiality
• Clearly explain technical concepts to both technical and non-technical users
• Work in a fast-paced and agile fintech environment with continuous learning opportunities
• Contribute to achieving qualitative and quantitative performance targets

Requirements

To be considered for this role:

• 1+ year of experience in customer support, merchant support, banking operations, fintech, telecommunications, payment services, horeca systems, or a similar client-facing environment
• Experience supporting merchants, payment solutions, POS systems, e-commerce platforms, or business management tools is considered a strong advantage
• Strong customer care mindset with the ability to build trust and maintain professional communication with clients
• Excellent troubleshooting and problem-solving skills with strong attention to detail
• Comfortable handling sensitive customer and financial information with accuracy and confidentiality
• Ability to explain technical topics in a clear and simple way to non-technical users
• Confident using digital tools, CRM systems, payment platforms, and online environments
• Flexible, proactive, and eager to learn in a fast-paced fintech environment
• Excellent command of Dutch or French and English
• Previous exposure to payment terminals, e-commerce checkouts, hospitality systems, ERP tools, or integrations is considered an asset
• Critical thinking, ownership, and an eye for detail are essential for success in this role

Benefits

What We Offer

• Make an Impact: Play a key role in supporting merchants and helping deliver seamless payment experiences across a growing European fintech environment.
• Competitive Package: Attractive salary package complemented by extra-legal benefits, performance-related rewards and Comprehensive private health insurance with Alan.
• Continuous Growth: Benefit from ongoing training, hands-on learning, and career development opportunities with 5 training days a year through CEVORA.
• Recognition & Support: Work in an environment where your contribution is valued, your achievements are recognized, and your professional growth is encouraged.
• Modern Workplace Culture: Be part of a company that embraces agility, continuous improvement, and technology-driven solutions.

Did you respond positively to most of the above requirements? Does this role match your professional ambitions and interests?

Click on the blue space below and send us your resume. It will be our pleasure to get in touch with you!