Praktikum Im Customer Support (payment Services) (m/w/d), 80 - 100%

Customer Support Specialist

Since 2015, Payrexx, as a registered payment facilitator of Mastercard, Visa, TWINT, PostFinance, and Reka, enables the simple acceptance of payments – online, mobile, and at the point of sale.

Our self-developed all-in-one payment platform integrates over 200 payment methods and offers SMEs, NPOs, E-Government institutions, associations, and renowned companies like BKW, Carvolution, Zweifel Pomy-Chips AG, Hotelcard, and Selecta versatile sales solutions – from Paylink, Pages, Invoice, Donations, QR Pay to POS terminals.

In addition to the direct solution for merchants, we offer a powerful white-label platform for partners and marketplaces. Payrexx meets the highest security standards with redundant systems and state-of-the-art compliance measures. Over 60,000 organizations in Switzerland, Germany, Austria, and Liechtenstein already use Payrexx.

Headquarters are in Thun, since 2025 complemented by a subsidiary in Vaduz, Liechtenstein. Currently, we employ around 50 employees with an average age of 32 years.

Responsibilities

• Handling customer inquiries: Processing inquiries and problems received via email, phone, or chat, particularly in relation to payment transactions, integrations, account issues, and technical difficulties.
• Solving customer problems: Analyzing and resolving issues such as setup, integration, verification, payment errors, or transaction problems.
• Technical support: Assisting customers with the use of the payment platform and forwarding technical problems to the appropriate internal teams.
• Transaction monitoring: Reviewing and supporting problematic or suspicious transactions, refunds, or chargebacks.
• Ensuring customer satisfaction: Ensuring that all customer concerns are resolved professionally, amicably, and efficiently to guarantee high satisfaction.
• Documentation and feedback: Recording and documenting customer feedback and participating in the creation of support documentation and the optimization of internal support processes.
• Collaboration with other departments: Working closely with teams in IT, compliance, and product development to solve complex problems and optimize processes.

Qualification

• Communication skills: Excellent verbal and written communication skills to clearly and understandably respond to customer inquiries and remain friendly and professional even in difficult situations.
• Technical understanding: A solid basic knowledge of payment platforms, transaction processes, and fundamental IT skills to quickly identify and provide solutions for technical problems.
• Problem solving: Strong analytical skills and a solution-oriented approach to effectively identify, analyze, and quickly resolve complex customer issues.
• Customer focus: A high degree of empathy and service orientation to satisfy customers and best understand their needs and concerns.
• Teamwork: Willingness to work closely with other departments such as IT, compliance, and product development to find comprehensive solutions to customer inquiries.
• Time management: Efficient organization and prioritization of tasks to ensure quick response times and compliance with service level agreements (SLAs).
• Language skills: Fluent German and English skills to handle inquiries in an international context; French skills are advantageous, further language skills are often helpful.
• Experience with support tools: Familiarity with CRM and ticketing systems such as Freshdesk, Zendesk, Hubspot, or similar to efficiently manage customer service.

Benefits

• Insights into interesting and forward-looking digital payment and e-commerce topics.
• Flat hierarchies and short decision-making paths in a company culture that invites participation.
• Own responsibility and good development opportunities.
• Working in a great atmosphere with a modern workplace in Thun (Burgzentrum), the most beautiful Alpine city in Europe :-)
• Attractive employment conditions.
• 5 weeks of paid vacation.
• The possibility of one day of home office per week.
• Fringe benefits and employee events.

We look forward to getting to know you! Send us your complete application including cover letter and resume and details of a possible start date.

Applications from recruitment agencies, recruiters, offshores/companies or similar will not be considered.