Product Support Specialist - eCommerce

• You are passionate about customer care with experience in eCommerce, looking for a role that suits your lifestyle

• We are a team of innovative thinkers, solving complex problems with simple solutions

• Together we can find the best outcomes for our teams and customers

• We offer a rotating roster between 7am and midnight Monday to Sunday. Participation in our on-call roster is preferred, on-call allowance will be paid

• We are open to candidates from any state in Australia

See yourself in our team
As a specialist, you’ll be working within Merchant Solutions, as part of Business Banking (BB). We support our customers to operate and grow their business, through the provision of innovative payment solutions that help them better engage with their customers and suppliers. The eCommerce Product Team is accountable for the development and optimisation of online acquiring solutions to deliver payment products and services to customers where the cardholder isn’t present. We prioritise our customers and relentlessly improve their experience and solve their needs.

Do work that matters 
Work within our eCommerce team to be the friendly voice our business customers hear when they contact us. If you’re not already, you’ll become an eCommerce specialist who understands the unique needs of our customers and work to your best ability to find them a solution. We’re looking for someone with flexibility to work evenings, weekends, holidays, and occasional overtime when needed. We offer a rotating roster between 7am to midnight Monday to Sunday, a supportive training program, and the flexibility to work from home, or from any of our offices around Australia. Our eCommerce Product Team is continually growing and we’re going through a massive digital transformation. We’re looking for experienced specialists to support our frontline teams and business banking customers.

Responsibilities of your role could include:

• Understanding our eCommerce products, including the technical specifications and benefits, and communicate this to our customers

• Provide a world-class customer support experience to frontline teams and customers over the phone

• Be responsible for risk management activities such as running controls, resolving and providing support throughout remediation’s, outages and incidents

• Handle support requests that come through to our team in a professional and timely manner

• Communicate complex issues to appropriate service owners or departments to determine and recommend appropriate courses of action

• Have an opportunity to learn how eCommerce operates from the ground up, make a real impact on the future of the organisation and become an advocate of our products.

We want to hear from you if you have:

• Prior technical troubleshooting expertise, especially strong knowledge in payment gateway, technical understanding of APIs

• Experience preferably with a card issuer, financial institution, fintech or enterprise software/SaaS platform

• Experience with high volume inquires across multiple channels (i.e., chats, IVR or email) to manage technical inquires or incident escalations

• Strong focus on collaboration, excellent customer service, and a passion for finding solutions

• The ability to pick up new technologies quickly and explain complex concepts simply

• Excellent communication skills in both ways: understanding pain and gain of the customer and presenting best possible solutions

• Risk Mindset – all CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks