Senior Helpdesk Associate

As a Senior Helpdesk Associate, Payment Gateway Specialist, you will support and manage payment-related operations across our platforms. The role is aligned with international teams, thus, requiring availability from 16h–00h (Mauritian time).

At Freshkite, we are seeking for a Senior Helpdesk Associate, Payment Gateway Specialist to support and manage payment-related operations across our platforms. of note, the role is aligned with international teams, thus, requiring availability from 16h–00h (Mauritian time).

This role is ideal for someone with experience in payment processing, transaction troubleshooting, and merchant support, who can handle complex issues, ensure system reliability, and provide a high level of service to both internal teams and external partners.

Responsibilities:

-Provide advanced support for payment gateway issues (failed transactions, delays, chargebacks, settlement issues)
-Investigate and resolve payment-related incidents across multiple providers
-Monitor transaction flows and payment system performance
-Liaise with payment providers, banks, and third-party partners
-Handle escalated tickets (P1/P2) related to payments and financial transactions
-Support merchants and internal teams with integration and operational queries
-Maintain accurate logs and contribute to payment-related documentation / SOPs
-Identify recurring issues and propose process or system improvements
-Ensure compliance with SLAs, security, and operational standards

Requirements:

- Minimum of a Diploma in Business, IT, Project Management, or a related field
- Excellent written and verbal communication skills
- Ability to manage multiple tasks and priorities in a fast-paced environment
- Attention to detail and ability to maintain accurate documentation
- Working hours aligned with international teams in the US (16h–00h Mauritian time)


If you feel this role aligns with your skills and you thrive in a dynamic, internationally aligned environment, we’d love to hear from you. Join us at Freshkite and drive projects that make a real impact.