Technical Support Specialist - Configurations Support

This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition. 

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

Technical Support Specialist - Account Set-up Operations (Configurations Support) 

As a Technical Support Specialist in Account Set-up Operations, you will be responsible for providing exceptional technical support and assistance to our customers regarding various system configurations. You will work on the creation of accounts and stores, on alterations of cost contracts and creating a settlement flow. Furthermore you will set up payment methods and make alterations to existing payment methods. The goal is to ensure that merchant requests are handled in the best and most efficient way possible. You are also expected to think of new ways to improve the platform and processes, and work closely with product teams and give feedback through meetings with other teams. 

You'll be able to make a true impact on our very diverse merchant base. Your efforts will allow merchants to save and secure processing funds around the world. 

This team is extremely merchant-focused, operates in a fast paced environment and consists of highly motivated team members. Payments knowledge, a thorough technical understanding of our platform and the pro-active attitude towards helping our merchants is what characterizes the team.

To support our merchants who process payments 24/7, this role occasionally requires participation in a planned, rotating schedule for weekend and holiday coverage. These hours will be compensated with time off as well as additional pay.

Besides assisting merchants, you will also act as the bridge between different Support and Operational functions (e.g. Account Managers, Tech Support, In Person Payments teams & Product), identifying and troubleshooting issues, providing feedback and ideas on how to bring our customer experience to the next level. 

What you will do:

• Configure and customize merchant accounts based on specific requirements and business rules
• Work with time sensitive payment related setups daily, while maintaining a high level accuracy and timely execution of these setups.
• Ensure the KPIs set for the role are met and actively contribute to meeting of main performance metrics set for the team.
• Work closely with the wider support team to address merchant-related inquiries and issues.
• Collaborate with operational and product teams to understand business needs and provide data-driven solutions for complex problems; help scale our operations and drive automation.
• Facilitate knowledge sharing and best practices within the team and contribute to a collaborative and learning-oriented culture.
• Pivot between priorities over the course of the day, given the dynamic and constantly changing nature of our top-tier merchants' needs. 

Who you are

• You are a Diploma holder, or a University graduate, ideally with customer facing or Support experience
• You display strong analytical skills and problem-solving skills
• You are exceptionally meticulous in your work to ensure accurate and error-free merchant configurations.
• Knowledge of the Payments environment is a plus, but not strictly required
• You are comfortable in a fast-paced environment with the ability to adapt to evolving processes and technologies
• You have proven experience working on process/product optimization projects and can demonstrate clear impact on these projects
• You have excellent communication skills and collaborative abilities
• You speak and write fluent English

This role is based out of our Amsterdam office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.

Our Diversity, Equity and Inclusion commitments 

Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at Adyen. 

Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!

What’s next?

Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility.