Customer Support Analyst

This is a fully remote position, open to applicants in Ecuador.

📋 Description

• Manage incoming support tickets related to payments, account setup, and fundamental transactions.

• Monitor cases and incidents from the initial report through to resolution while maintaining communication with merchants.

• Check transaction statuses in backoffice systems.

• Conduct first-level troubleshooting for common integration issues, including basic API problems and HTTP 400/500 status codes.

• Elevate complex issues to specialized teams.

• Inform merchants about transaction updates, system maintenance, and preventive advisories.

• Execute level 1 tasks such as Excel data entry and team handoffs via Slack.

• Serve as the primary technical contact for enterprise merchants in complex production cases.

• Collaborate with merchant teams to facilitate quick resolutions.

• Analyze and produce support KPIs, including resolution times and customer satisfaction metrics.

• Report on metrics and suggest process enhancements to leadership.

• Conduct Root Cause Analysis and lead post-mortem reviews for recurring incidents.

• Attend retention and SLA review meetings with key clients.

• Develop and revise knowledge base articles, troubleshooting guides, and best practices.

• Organize and prioritize escalations to Product, Development, Compliance, and Operations teams.

• Supervise advanced troubleshooting using Grafana across payment flows and regional payment methods.

⛳️ Requirements

• Minimum of 3+ years in fintech or customer support, with a focus on payments processing, incident management, and client-facing roles in multinational environments.

• Comprehensive understanding of payment flows: authorization, capture, cancellation, and refund.

• Familiarity with Latin American payment methods: Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, and local cards.

• Proficient in Grafana for log analysis and root cause determination.

• Experience with Zendesk or Zoho Desk, Slack, Jira, proprietary backoffice systems, and Excel for basic reporting tasks.

• Strong attention to detail and outstanding organizational skills.

• Capability to handle multiple critical tasks and coordinate efficiently.

• Formal fluency in English and Spanish for high-level discussions and technical documentation.

• Proven leadership in mentoring junior staff members.

• Exceptional problem-solving abilities under pressure.

• Skill in managing multiple high-priority escalations and promoting cross-team collaboration.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career growth.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Flexible work hours and remote working options.

• Supportive work environment that values innovation and teamwork.