Technical Service Desk (Global Support, Fintech Payments Solutions)

Title: Technical Service Desk (Global Fintech Payments Solutions)

Role: Level 1 Technical Support Fintech Payment Infrastructure

Location: Quezon City, Philippines

Company: Leading Global Fintech Company

Position Type: Full-Time 

Reporting to: Head of Global Technical Support

Job Brief

Were hiring a Technical Service Desk Specialist to join the front line of a global fintech company that powers real-time cross-border payments in over 130 countries. This Manila-based role supports a direct payment rail (API) used by some of the biggest B2B and B2C payment platforms in the world.

As part of our Customer Experience (CX) support team, you'll work closely with global ops centers across APAC, Eurpoe, and Africa, handling real-time transaction issues, outages, and service interruptions that impact our members (businesses and platforms) and their end users.

This is a great opportunity for someone who wants to grow within a fast-paced Level 1 technical support role, with clear progression paths toward Levels 2 and 3, and future leadership opportunities.

Key Responsibilities

Technical Support & Issue Resolution

• Serve as the first point of contact for members experiencing issues with our payment systems
• Handle real-time inquiries related to API connections, money movement issues, and platform disruptions
• Troubleshoot basic software, system, or payment rail errors and escalate complex cases accordingly
• Log all customer interactions, follow through with scheduled callbacks, and ensure timely resolution

Customer-Focused Collaboration

• Work closely with internal teams across multiple global ops hubs (e.g., APAC, Europe, and Africa) to coordinate support efforts
• Partner with B2B and B2C service teams to maintain operational integrity and smooth customer experiences
• Assist with member onboarding-related questions or post-go-live operational support

Tools & Reporting

• Use CRM tools such as Zendesk, SalesForce, HubSpot, or similar to manage tickets and support workflows
• Monitor system alerts, log recurring issues, and contribute to improving support processes

Requirements

• Experience in a technical support, service desk, or CX role, ideally supporting global B2B/B2C clients
• Experience reading system logs and understanding basic error codes or service alerts
• Background in a payments, financial technology, or platform-based company is highly preferred
• Strong English communication skills (written and spoken)
• Proficiency in CRM tools (Zendesk, SalesForce, HubSpot, or similar)
• Willingness to work on rotating shifts, including nights/weekends (24/7 environment)
• Strong attention to detail and a proactive, service-first mindset
• Bachelors degree in Information Technology, Computer Science, Engineering, or any related technical/service-oriented field

Why Join Us?

This is more than just a service desk role its a launchpad for your career in the fintech space. Youll gain firsthand exposure to global operations, mission-critical systems, and cross-functional collaboration. Whether your goal is to move up to Level 2/3 support or eventually lead your own team, were here to support your growth.

Apply now and help support the rails that power global payments. Bring your curiosity, empathy, and technical mind and grow with a company that moves money and people across the world. Send your CV to jeffrey.bolanos@atlantisconsulting.ph

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