Customer Support Specialist

About the role

Network International is seeking a Customer Support Specialist to join its fast‑growing financial‑technology team. You will be the first point of contact for banks and card‑holders, delivering high‑quality assistance and ensuring issues are resolved in line with the company’s service standards.

Key responsibilities

• Answer inbound calls from client banks and card‑holders, verifying the caller’s authorization.
• Process and resolve customer complaints directly or by coordinating with relevant departments.
• Provide guidance to card‑holders, directing them to bank branches or transferring calls when actions fall outside the bank’s authority.
• Escalate and forward complex issues to the appropriate internal teams.
• Handle incoming tickets via Jira, email, and fax from client banks.
• Offer first‑line support to bank staff for inquiry and action requests.
• Process faxed requests from acquiring banks for charge cancellations.
• Manage Visa emergency cash credit and emergency card requests for travelers.
• Update card status (activation, lost, stolen, compromised) per client instructions.
• Perform other related duties as assigned.

Required profile

• Experience in customer support or call‑center environments, preferably within banking or payments.
• Strong verbal communication skills and ability to verify caller identity.
• Familiarity with banking policies and card‑holder procedures.
• Ability to work collaboratively with multiple internal departments.

Required skills

• Proficiency with Jira ticketing system.