Technical Support Specialist - Payments

As a Technical Support Representative in CM.com’s Payments unit, you are the first line for payment-related inquiries, diagnosing underlying issues and guiding customers to solutions. You’ll handle a broad range of questions—from PIN issues to API quirks and IPP terminals—while collaborating with IPP and Professional Services. You’ll help customers set up Online Payments Gateway integrations and occasionally assist onboarding. Your work supports faster, standardized responses and AI-assisted problem solving in a fast-paced environment.

• Onboarding: 3-day Global Onboarding in Breda
• Healthy lunches and snacks
• Shuttle mobility card and commuting options
• Lease-a-bike options
• Pension plan
• 25 vacation days (+10 optional)

• Be the first point of contact for payment support questions
• Analyze problems to identify underlying causes and resolve them
• Handle diverse issues (PIN, till/cash register integration, missing transactions, API/pin terminal behavior)
• Process replacement and repair requests for IPP terminals
• Assist with Online Payments Gateway setup per API documentation
• Occasionally participate in onboarding and implementations
• Collaborate with IPP and Professional Services stakeholders
• Leverage AI (Claude) to reason before escalating
• Standardize and document recurring questions to speed future support

• Technical background with affinity for IT, APIs, and troubleshooting
• Interest in payments and why payments must work
• Fluent Dutch
• HBO IT support / workplace management or MBO4 with equivalent experience
• Some experience in a support role
• Resilience in handling negative customer sentiment and turning it around
• Availability 40 hours/week, based in Breda or Amsterdam
• Curiosity about AI and willingness to experiment with new models

• Curiosity and willingness to learn
• Customer-centric mindset
• Resilience under pressure
• Understanding of systems and APIs
• Troubleshooting and diagnostic skills
• Familiarity with Jira for ticket handling