Customer Support Analyst

Get ready to embark on an exciting journey with us, as we strive to make a meaningful impact on the world of payments.

We're in the middle of an exhilarating growth spurt—expanding into new markets, evolving rapidly, and relentlessly pushing forward. To fuel this momentum, our operations team is on the hunt for Customer Support Analyst  who is responsible for ensuring excellent service standards, responding efficiently to merchant inquiries, and maintaining high customer satisfaction. This role involves direct interaction with merchants to address their concerns, provide accurate information, and ensure smooth operations related to payment processing and account management.

1. Primary Responsabilities 
   
   
   
   
   
   • Manage emails, chat messages and potentially phone calls to assist merchants effectively.
   
   
   • Identify and assess merchant needs to achieve high levels of customer satisfaction.
   
   
   • Build sustainable and trusting relationships with merchant accounts through open and interactive communication.
   
   
   • Provide accurate, valid, and complete information using appropriate methods and tools.
   
   
   • Maintain records of merchant interactions, process merchant accounts, and file relevant documents.
   
   
   • Follow communication procedures, guidelines, and policies to ensure consistency and professionalism.
   
   
   • Go the extra mile to help merchants resolve their issues and improve their experience.
   
   
   • Handle refund management processes, ensuring timely and accurate execution.
   
   
   • Escalate technical issues to the IT team when necessary, ensuring proper follow-up and resolution.
   
   
   • Address merchant inquiries regarding settlement processes and provide clear explanations.
   
   
   • Create detailed payment breakdowns to assist merchants in understanding their transactions and settlements.
   
   
   
   
   


2. Knowledge and Skills
   
   
   
   
   • Strong communication skills, both written and verbal.
   
   
   • Advanced level of English and Spanish (spoken and written) to interact with international merchants and teams.
   
   
   • Ability to manage multiple tasks and prioritize effectively.
   
   
   • Problem-solving skills with a customer-centric approach.
   
   
   • Familiarity with payment processing systems and merchant account management is a plus.
   
   
   • Experience in customer support or merchant services is preferred.
   
   
   
   
   
   


3. Prefered Qualifications and Experience

• Empathy and patience in handling merchant concerns.


• Attention to detail in managing records and creating payment breakdowns.


• Proactive attitude in escalating issues and ensuring resolution.


• Commitment to maintaining high service standards and customer satisfaction.

What do we offer?

• Growth opportunities within a company in a hyper-growth phase 📈


• Individual development plans 🚀


• Excellent working environment and collaboration ✌️


• Private medical insurance covered by the company 🩺


• Meal and Food Allowance🍕


• Life Insurance 🌱


• Wellhub 🤸‍♂️(Gym)