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:

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 (LPM's)

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

Preferred Qualifications

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)