Viva.com, the 1st Tech Bank in Europe for Businesses, revolutionises omnichannel payments acceptance, offers card issuing, loans and deposit accounts. Viva.com is the first to pioneer and holds the top position in the Tap on Any Device technology, enabling payments acceptance on any device or even without a device.
Today Viva.com is leading the transition to All-in-One business solutions, powered by its full suite of financial services. To that end, reflecting its holistic approach to business needs, Viva.com has built a dynamic ecosystem featuring over 450 tech partner-innovators in the software and hardware space. Connecting directly to all local payment schemes, alternative payment methods and payment systems across the continent, further strengthens Viva.com’s value proposition.
Viva.com envisions to provide businesses a value-driven platform to accelerate the adoption of the latest technology.
The Role
As an E-Commerce Support Specialist at Viva.com, you will play a pivotal role in delivering exceptional customer service and ensuring the seamless technical experience of our business clients across e-commerce platforms. As a trusted partner, you will assist merchants in navigating complex integration journeys, working with APIs and plugins, while leveraging AI-driven tools to enhance efficiency and accuracy in support delivery.
Responsibilities- Serve as a distinguished Viva.com ambassador, acting as the second-level point of contact for escalated technical issues related to e-commerce, plugins, and API integrations.
- Be the escalation focal point for the first-level support team, ensuring high-quality, timely, and seamless resolution of complex customer requests.
- Provide exceptional customer service by proactively researching and responding to technical inquiries with accuracy, professionalism, and transparency.
- Build long-term trust with customers by identifying the most appropriate and effective solutions to their e-commerce integration challenges.
- Assist customers in integrating Viva.com’s supported plug-ins, APIs, and payment tools, offering step-by-step troubleshooting and expert guidance.
- Diagnose and resolve issues using documented procedures and advanced diagnostic tools, while actively contributing to knowledge base enrichment through AI insights.
- Utilize AI-powered support tools and dashboards to accelerate response times, identify issue patterns, and optimize the overall support experience.
- Consistently meet or exceed predefined qualitative and quantitative performance targets.
Maintain a strong technical understanding of e-commerce platforms and display excellence in communication, technical problem solving, and customer engagement.
At Viva.com, we believe in amplifying human potential through AI. When you join us, you're stepping into a future-forward environment where technology empowers every role, driving smarter, more efficient.
Requirements
- Minimum 1 year of experience as a 2nd-level Technical Support Agent or IT Support role, ideally in Banking, FinTech, Telecommunications, or e-commerce
- Comfortable working with terms such as API, API Calls, Shopify, WooCommerce, e-commerce plug-ins/modules
- Academic background in Computer Science or related field is considered an asset
- Tech-savvy and confident using CRM systems, AI-based support platforms, and digital communication tools
- Demonstrated customer-centric approach, with a passion for delivering high-quality experiences
- Strong problem-solving mindset, able to resolve issues constructively and effectively
- Full professional proficiency in English and Greek, both written and spoken
- Self-starter who thrives both independently and in collaborative environments
Benefits
💸 Competitive compensation package;
🎯Annual bonus based on your performance and targets' achievement;
🏥 Private health insurance for you and your family;
💻 Top of the Line tools and equipment;
📚 Career development and regular feedback to develop your skills;
🏃🏽♂️ Employee Wellness Program like Daily group sessions led by professional coaches.
Top Skills
What We Do
Viva.com is Europe’s first acquirer powering merchant payments acceptance across 24 countries and 1165+ devices. With an ECB approved banking license and 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 solution, help European businesses of any size to accept and manage payments how they want. All of Viva.com’s technology is built in-house over MS Azure, and is fully scalable, supporting any payment checkout journey. Viva.com provides a seamless, conversion-boosting omnichannel payments platform, featuring acceptance of 40+ payment methods across 17 languages and 9 currencies. Viva.com’s ever-expanding financial services' suite includes value added features such as Real-Time Settlement; Offline Payments minimising chances of losing a sale; a Viva.com business debit card to manage corporate expenses, while reducing acceptance fees to as low as 0%; and Merchant Advance. Learn more at viva.com
