Merchant Support Analyst, PayRetailers

• Strong verbal/written communication and facilitation skills
• Strong interpersonal skills
• Customer relationship management skills
• Demonstrated ability to analyze processes, enact change, and think operationally and strategically to achieve business goals
• Effective problem-solving skills
• Experience in handling high stress situations
• Ability to multi-task and work under pressure
• Excellent attention to detail
• Working knowledge of data analysis and performance/operation metrics
• Demonstrated knowledge of technology industry
• Experience using tools such as: Vpn, Freshdesk, Postman, Insomnia, Jira, Confluence, SQL and MSSQLSever
• Programming experience: Java, Javascript, .NET, PHP languages
• Bachelor’s degree in systems administration or similar
• If you’re passionate about tech, innovation, and want to thrive in an environment that values collaboration and diversity, this role might be the perfect fit for you!

Desirable

• We are looking for a motivated L2 Merchant Support Analyst to ensure excellent service standards, respond efficiently to technical customer inquiries and maintain high customer satisfaction
• Provide technical support (Tier-1) to our customers (B2B) and escalate issues in a technical and documented manner
• Identify, diagnose, and resolve incidents in a fast and organized process
• Perform analysis and monitoring of the company's activity
• Communicate incidents to the responsible of the area and make the corresponding documentation of each incident
• Interdepartmental coordination
• Proactive support and search for improvements through data analysis
• Generate monthly reports indicating both the details of the area and its opportunities for improvement