About the Opportunity
We are looking for a detail-oriented and proactive Support Analyst to join our Operations team and support our payment processing activities. This role focuses on the analysis and handling of support tickets, transaction reviews, and operational coordination with internal teams.
The position is ideal for someone who thrives in operational environments, enjoys investigating issues, and values accuracy and process adherence. The role combines hands-on support activities with a strong focus on operational efficiency, internal controls, and service quality.
Your key responsibilities include:
- Support Ticket Analysis: Review and analyze incoming support tickets related to payment processing, ensuring issues are properly categorized, investigated, and addressed.
- Payment Transaction Review: Analyze payment transactions when required to identify inconsistencies, operational errors, or potential issues.
- Internal Operational Support: Respond to inquiries from internal teams and provide operational assistance related to payment processes.
- Customer & Merchant Communication: Ensure accurate and timely communication with customers and merchants when handling operational inquiries or support cases.
- Issue Identification & Escalation: Identify operational problems and escalate them to the appropriate teams, contributing to service improvements and process optimization.
- Process Compliance: Follow internal procedures and operational controls to ensure consistency, accuracy, and compliance with company standards.
Required Qualifications
- Education / Experience:
- Advanced student or technical qualification in administrative, business, IT, or related fields.
- Languages:
- Intermediate to advanced proficiency in English and Spanish (written and spoken).
- Competencies:
- Strong attention to detail and organizational skills
- Ability to prioritize tasks and manage multiple support cases
- Good communication and collaboration skills
- Comfortable working with operational workflows and ticketing systems
- Proficiency in Microsoft Excel and general office tools
- Ability to follow procedures and maintain operational discipline