# Customer Support Specialist

> QORE · Belgrade, Serbia (Hybrid) · Full-time · Posted 2026-08-12

**Workplace:** hybrid

**Department:** Customer Support

## Description

**QORE** is a corporate-grade payment service provider built for transparency, reliability, and professional delivery. We help merchants and operators scale with clear reporting, predictable settlement workflows, and responsive worldwide 24/7 support.

Powered by a proven processing infrastructure and deep operational expertise, **QORE** combines enterprise-level governance with fast onboarding and robust integrations - so partners can grow confidently, compliantly, and efficiently.

### **Responsibilities**

**Merchant Query Handling**

-   Understand and analyze merchant queries carefully before taking any action.
-   Communicate clearly with merchants to collect all required details related to the issue.

**Ticket Management**

-   Create and manage support tickets in JIRA for every merchant issue.
-   Ensure tickets are properly documented with accurate details and evidence.
-   Track ticket status and follow up until closure.

**Issue Classification & Assignment**

-   Identify the nature of the issue and assign it to the appropriate internal team:
-   Debited / Charged but Not Successful Transactions
-   Decline Reason Explanation
-   Approved but Technical Issues
-   Country-wise or BIN-wise Performance Issues
-   Pricing, Fees, and Agreement-related Queries
-   Finance-related Queries (settlements, reconciliation, balances)
-   Transaction-related Issues

**Bank & Partner Coordination**

-   Communicate with associate/acquiring banks for transaction-related issues.
-   Investigate transaction failures, pending, or debited cases with banks.
-   Coordinate with banks and internal teams to resolve issues efficiently.

**Internal Coordination**

-   Work closely with Technical, Finance, Risk, and Operations teams.
-   Ensure proper handover of issues with complete information.
-   Follow escalation procedures when required.

**Resolution & Communication**

-   Provide clear and timely updates to merchants.
-   Ensure issues are resolved within agreed timelines (SLA).
-   Maintain professional and supportive communication at all times.

**Reporting & Documentation**

-   Maintain proper records of issues and resolutions.
-   Share regular updates or reports with management when required.
-   Identify recurring issues and report them for process improvement.

## Requirements

-   Good communication skills: clear, polite, and professional written and verbal communication.
-   Customer-service mindset: patience, empathy, and the ability to handle frustrated customers.
-   Basic technical knowledge: Windows/macOS, browsers, email, Microsoft Office/Google Workspace, and basic troubleshooting.
-   Problem-solving skills: ability to identify an issue, follow troubleshooting steps, and determine when to escalate.
-   Ticketing systems: familiarity with Jira is useful but not mandatory.
-   Documentation: accurately record customer issues, actions taken, and resolutions.
-   Escalation skills: know when an issue is beyond L1 scope and needs to be escalated or sent to another department.
-   Time management: handle multiple tickets or conversations while meeting response and resolution targets.
-   English proficiency

## Benefits

-   Competitive compensation
-   Private health insurance and wellness benefits
-   Flexible hybrid working model with predictable hours
-   Budget for tools, learning, and professional development
-   Long-term incentives aligned with company growth

## Apply

[Apply at QORE](https://apply.workable.com/qore/j/3B6E7C5733/apply)

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