Customer Support Analyst

What you'll be doing:

Merchant Onboarding

Configure and onboard merchants of our PSP clients for various payment methods.

Configure merchants of our PSP clients.

Assist with the technical setup of our PSPs.

Understand and take ownership of the merchant onboarding lifecycle from beginning to end, facilitating merchant activation and revenue generation.

Be involved in the full client lifecycle, from pricing structure approval to setup in PPRO systems, to ensure fast activation.

Assist PPRO clients with follow-up questions related to client and merchant onboarding requests.

Client Support

Troubleshoot client issues and open Jira tickets to report errors to relevant teams.

Handle requests from acquiring partners and coordinate with the respective clients.

Proactively follow up on raised items within a reasonable timeframe

Advise clients on billing and reconciliation issues, collaborating with relevant departments.

Clarify settlement and payout timelines for clients and partners, ensuring transparency.

Verify payment status, trace payments in our records, and provide status updates.

Support clients and partners with general inquiries related to payment processing.

Identify and report recurring issues to improve internal processes.

Collaborate with internal teams to ensure efficient issue resolution.

Support clients with the implementation and integration of payment services.

Provide guidance with the API reference and technical requirements.

Analyze conversion rates and offer recommendations for optimization.

Maintain clear and structured documentation of client interactions and reported cases.

Provide missing invoices and settlement reports upon client request.

Process client requests for account and address updates, including receiving and processing necessary documentation for bank and address changes.

What you'll need to have:

2-3 years of experience in a customer support role, preferably within the payments or financial technology industry. Proven ability to troubleshoot and resolve complex technical and functional issues.

Strong understanding of payment processing concepts, including local payment methods (LPMs).

Excellent problem-solving, analytical, and critical-thinking skills.

Exceptional written and verbal communication skills in English.

Proficiency in using support ticketing systems (Zendesk, Freshdesk).

Strong customer-centric approach with a genuine desire to help and advocate for clients.

Ability to work as a team as part of a global, cross-functional team.

Demonstrated ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced environment.

Proficiency in Mandarin (spoken and written) is required, as the role involves communication with Mandarin-speaking partners and clients

What we'd love to see:

Experience with merchant onboarding processes.

Familiarity with API integrations and troubleshooting.

Plus Bachelor's degree in a related field (e.g., Information Technology, Business Administration).

What you can expect from us:

A passion for challenging the status quo and driving positive change: We appreciate individuals who proactively seek better ways of doing things

Health Allowance

Gym Allowance

All statutory insurances

Access to mental health support with Plumm Health