Technical Support Specialist ECommerce

About Wallee

Wallee is one of the leading providers of digital payment solutions.
We develop innovative technologies for payment processing, appointment management, and e-commerce – making payments easier, safer, and more efficient for businesses of all sizes. Whether online or at the point of sale: Our platform ensures that payment processes run smoothly.

Your Role

As a support specialist for e-commerce payments, you ensure that everything runs smoothly at checkout. You are the first point of contact for technical questions about online payments and play a central role in making transactions safe, stable, and seamless for merchants and customers. In close collaboration with sales, developers, and payment providers, you analyze problems, find solutions, and continuously improve the user experience in digital payments.

Your Tasks

• Analysis and resolution of technical issues in the area of e-commerce payments (e.g., APIs, checkout, chargebacks, fraud prevention)
• Support with the integration and configuration of payment services
• Processing and tracking of support tickets including documentation
• Collaboration with internal departments (development, product management, sales)
• Training customers and colleagues on best practices
• Participation in rollouts of new features and products
• Handling escalations and technical second-level support
• Contributing to the improvement of support processes and documentation

Must-have

• A completed IT education or equivalent practical experience
• At least 2 years of experience in technical support or customer service – ideally focused on e-commerce payments or financial services
• Confident handling of e-commerce platforms such as Shopify or WooCommerce as well as knowledge of web technologies (HTML, CSS, JavaScript)
• Very good German and English skills in spoken and written form – you can communicate technical content clearly and understandably
  

Nice to have

• Experience with ticketing systems such as Zendesk or Freshdesk
• Basic knowledge of regulatory requirements such as PCI compliance
• French skills for better communication with customers in the Romandy region
  

Soft Skills

• You are analytically strong, work solution-oriented, and make data-driven decisions – e.g., by evaluating logs
• You have a sense for customer needs and a genuine passion for first-class support
• You think ahead, remain calm and reliable in challenges, and consistently pursue problems until they are resolved

You present yourself empathetically and can explain complex technical topics understandably even to non-technicians

• Competitive salary and benefits package.
• Flexible working hours & home office.
• Up to 4 weeks of remote work per year.
• Opportunities for professional development and growth.
• A dynamic, innovative, and future-oriented work environment.