Technical Support Representative L1-PaaS



A Technical Support Representative – Payments Services Operations (PSOps) executes the work procedures in supporting the technical needs and providing solutions to Payreto’s clients and their customers. He/She works directly with clients in implementing their processes, or with the Technical Support Specialists – PSOps in carrying out Payreto processes in supporting various clients and their customers.

Technical Support Representatives -PSOps often work in coordination with clients or Payreto’s Technical Support Specialists or leads, and on occasion may liaise with other departments including Products & Services teams (Operations), Business & Product Development, Management, and Leadership.


Level 1 Technical Support for Clients and their Customers:

  • Respond to and resolve Level 1 technical questions from International clients and their customers via phone, e-mail, or chat. Level 1 Support involves the execution of standard or simple tasks, typically pre-defined. These may involve, but are not limited to, the following:
    • User administration – adding, removing users, resetting access.
    • Reports – data extraction, reports generation (based on preset configurations)
    • Queries
    • Data encoding
    • Manual transactions entry – refund, reversal, rebill, capture, and chargeback.
    • Pre-defined system configurations such as, but not limited to,:
    • System Integration
    • Merchant Onboarding
  • Coordinate all inbound customer requests to other internal departments, technology partners, or 3rd party vendors.
  • Document the case and the issues within the ticketing system used (or any internal documentation
  • Ensures a high quality of service delivery as the face of Payreto to its clients and customers.
  • Continually develop expertise for all Payreto applications, and partner technologies (e.g. PSP gateways) supported.
  • Additional Duties:
    • Perform other official work as instructed by the immediate supervisor/manager.
    • Recommend and proactively implement opportunities for increased departmental efficiency
    • Extend work hours when needed.


  • Bachelor’s degree in any field is preferred in Information Technology, Computer Science, Business Administration, Finance or any equivalent degree.
  • Keen to details
  • Above average written and verbal communication skills
  • Must have average logical and verbal reasoning.
  • Ability to provide correct decisions based on rules and policies.
  • Process-oriented.
  • Must be quality conscious.
  • Highly analytical
  • Good to Excellent in using MS Excel, Word, Google sheet, etc. (Vlookup, Pivot, and advanced Excel formulas)
  • At least one (1) year of experience in back-office document processing operations related to applications for e-wallets, loans, or insurance.
  • OR at least two (2) years’ BPO inbound voice/email/chat experience in handling international accounts in customer service.
  • Must be amenable to night shift, shifting schedule, and work on weekends and/or holidays
  • Must be amenable to work onsite whenever required.

    Join our growing team. Apply now!