L2 Merchant Support Analyst

We're PayRetailers, and we offer cutting-edge payment solutions that empower businesses to succeed in Latin America & Africa.

Our collaborative and inclusive work environment encourages creativity and growth, where every employee's contribution is valued.

We're PayRetailers, and we offer cutting-edge payment solutions that empower businesses to succeed in Latin America & Africa.

Our collaborative and inclusive work environment encourages creativity and growth, where every employee's contribution is valued.

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

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. 

Job Duties And Responsibilities: 

• 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.

Knowledge and Skills

Skills:

• 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

Knowledge/Abilities:

• 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.

Prefered Qualifications and Experience

• Bachelor’s degree in systems administration or similar.


• At least 1 year of experience working in technical support
  Previous experience in Payments Industry is a plus.

Why Join Us? 

• Enjoy flexibility with 1 day of telework per week


• 26 vacation days per year to recharge and refresh


• Free language & technical courses to level up your skills


• Free daily catering & snacks at the office to keep you energized


• Private health insurance for peace of mind


• A free afternoon off on your birthday - because you deserve it