Work within our eCommerce team as the friendly voice our business customers hear when they contact us
Understand 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 remediations, 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 organization and become an advocate of our products

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 inquiries across multiple channels (i.e., chats, IVR or email) to manage technical inquiries 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

Product Support Specialist – eCommerce

Key skills