Role: Support Executive

Location: Morristown, New Jersey - 100 % ONSITE

Duration: Contract

Incident Management:

Monitor and resolve issues in payment applications (e.g., payment gateways, POS systems, card processing platforms) to ensure minimal downtime and adherence to SLAs.

Technical Support:

Provide L2/L3 support for payment systems, addressing issues related to transaction failures, connectivity, and integrations with card networks (e.g., Visa, Mastercard, Amex), acquirers, and issuers.

Payment Card Cycle Support:

Troubleshoot and support end-to-end payment card transaction processes, including authorization, clearing, settlement, and reconciliation for credit and debit cards.

Disputes & Chargeback:

Investigate and resolve disputes, manage chargeback processes, and ensure compliance with card network rules (e.g., Visa’s TCR, Mastercard’s dispute resolution).

Fraud Management:

Monitor and analyze transaction patterns using fraud detection tools, support fraud prevention measures like tokenization, 3D Secure, and risk scoring systems.

System Maintenance:

Perform updates, patches, and configurations for payment applications, ensuring security, PCI DSS compliance, and optimal performance.

Troubleshooting:

Analyze logs, debug code, and perform root cause analysis for issues in payment workflows, including ISO 8583 message processing, EMV transactions, and fraud alerts.

Collaboration:

Partner with development, QA, infrastructure, and fraud teams to resolve issues, deploy fixes, and implement system enhancements.

Customer Support:

Communicate with internal teams and external clients (e.g., merchants, banks) to resolve payment, dispute, or fraud-related queries promptly.

Monitoring & Reporting:

Use tools like Splunk or Dynatrace to monitor transaction success rates, system performance, and fraud trends; generate reports for stakeholders.

Documentation:

Maintain detailed records of incidents, resolutions, dispute cases, and system configurations for compliance and knowledge sharing.

Process Improvement:

Identify opportunities to streamline payment processes, reduce chargeback rates, and enhance fraud detection through automation or system optimizations.

Compliance & Security:

Ensure adherence to payment industry standards (e.g., PCI DSS, EMV, PSD2, GDPR) and implement security practices to protect cardholder data.

Required Skills /Qualifications:

• 6-8+ years in application support, with 5+ years in the payment industry, specifically in credit/debit card processing, disputes, and fraud management.
• Proficiency in troubleshooting applications built on Java, .NET, or Python.
• Strong SQL/Oracle skills for querying transaction and dispute data.
• Expertise in APIs, web services (REST/SOAP), and middleware (e.g., Kafka, RabbitMQ).
• In-depth knowledge of payment protocols (e.g., ISO 8583, SWIFT) and EMV standards.
• Comprehensive understanding of payment card lifecycle: authorization, clearing, settlement, and reconciliation.
• 1Expertise in credit/debit card processing, including acquirer/issuer workflows and card network operations.
• Experience with dispute resolution, chargeback processes, and card network regulations.
• Familiarity with regulatory standards (e.g., PCI DSS, PSD2, GDPR)
• Strong analytical, communication, and collaboration skills; ability to handle high-pressure scenarios.
• Proficiency with ITSM tools (e.g., ServiceNow, Jira), monitoring platforms, and fraud analytics tools.
• Experience with cloud platforms (e.g., AWS, Azure, GCP) and containerization (e.g., Docker, Kubernetes).
• Knowledge of fintech innovations, mobile payments, or blockchain-based payment systems.

Scripting skills (e.g., Bash, PowerShell) for automation of dispute or fraud workflows.