Operations Support Analyst

SUMMARY: 

As a Support Analyst, you will contribute to our best-in-class payment services by providing prompt and accurate support to customers, partners, and internal stakeholders. Working alongside a team of Customer Support Agents, Operations Support Technicians and Engineers, and support management, you will deliver excellent customer service, exceeding expectations, and meeting service-level agreements. With a strong focus on technical and analytical skills, you will ensure timely and effective resolution of requests.

 RESPONSBILITIES: 

• Assist customers, partners, and internal stakeholders through various communication channels, including email, chat, and service management platforms.
• Promptly acknowledge and resolve customer requests according to priority and within defined service level agreements.
• Follow standard operating procedures, utilizing knowledge base articles, internal documentation, and training resources to resolve requests.
• Support ongoing service operations by monitoring and managing vendor services, reconciling transactions and subscription accounts, and handling offline refund processing.
• Provide professional, courteous, and efficient service, exceeding customer expectations.
• Collaborate with the Customer Support team, offering expertise and assistance for ad-hoc or complex cases.
• Escalate advanced or ad-hoc requests to higher-level tiers or other internal teams when necessary.
• Contribute to the maintenance of accurate knowledge bases and standard operating procedures, integrating insights from support case resolutions to enhance overall knowledge.
• Utilize analysis and information retrieval tools to gather, analyze, troubleshoot, and resolve customer requests.
• Develop and maintain a comprehensive understanding of our products, services, programs, and customer requirements.

QUALIFICATIONS:

• Higher education, such as a bachelor's degree, or equivalent work experience.
• Minimum of 2 years' experience in customer-facing support roles, such as customer support, customer success, help desk, or technical support.
• Proficiency in online electronic payment processing, including transaction troubleshooting and familiarity with ecommerce environments.
• Familiarity with service management tools like Zendesk, Jira Service Management, or Service Now.
• Strong data analysis skills, including working with relational databases, data visualization, Microsoft Excel data analysis tools (including Pivot tables), and statistical analysis.
• Working knowledge of websites, web applications, and mobile applications, including APIs.
• Excellent critical thinking and analytical skills, enabling effective problem-solving and decisionmaking.
• Strong verbal and written communication skills in English, with a customer-centric approach.
• Ability to thrive under pressure while maintaining professionalism.
• Excellent multitasking abilities and the capacity to make real-time decisions in a fast-paced, high-volume environment.
• Eagerness to learn and grow, particularly in technical areas.
• Self-motivation, initiative, and accountability in handling responsibilities and tasks.
• Effective collaboration skills, both in individual and team-oriented settings, with active participation.
• Flexibility in working hours, as occasional work outside of traditional office hours may be required to serve our global customer base.
  

  The ideal candidate for this role has a minimum of 2 years' experience in customer or client-facing support roles, preferably within the financial services or technology industry. They are analytically inclined and possess a strong record of accomplishment of supporting technical and product operations in a customer/client-based environment. With demonstrated proficiency in customer support functions and beginner-level or higher experience in technical support, they excel in providing exceptional service and resolving issues efficiently. If you embody these qualifications, we encourage you to apply and join our team as we strive for excellence in delivering outstanding support.