L2 Merchant Support Analyst
Há 5 dias
Job Description We’re PayRetailers, and we offer cutting‑edge payment solutions that empower businesses to succeed in Latin America. Our collaborative and inclusive work environment encourages creativity and growth, where every employee’s contribution is valued. We’ve got big plans to expand into new markets and make a meaningful impact on the world of payments. Our team in Sao Paulo is looking for a new Level 2 Merchant Support Analyst. Position Overview As a Merchant Support Analyst (Level 2), you will actively support our merchants by resolving complex cases, managing technical incidents, and contributing to high‑quality operational excellence. You will be part of a multicultural and collaborative team, acting as both a technical and operational agent while creating and nurturing long‑term relationships with our customers. Job Responsibilities Manage emails, chat messages and possibly phone calls to assist merchants effectively. Provide technical Tier‑1 support and clearly document escalations to higher tiers. Identify, diagnose, and resolve incidents quickly using systematic troubleshooting. Perform continuous analysis and monitoring of company activity to detect anomalies and support stability. Communicate incidents to internal stakeholders and document each case accurately. Coordinate with interdepartmental teams (IT, engineering, payments, product) for incident resolution. Deliver proactive support using data analysis to detect trends and opportunities. Identify ticketing trends and widespread issues affecting multiple customers. Achieve monthly KPI targets and SLA compliance following internal best practices. Ensure fast resolution times and clear, merchant‑centric communication. Job Requirements Advanced Spanish & English (spoken and written). Excellent attention to detail and documentation. Working knowledge of data analysis and performance/operational metrics. Demonstrated understanding of technology environments and support workflows. Experience with VPN, Freshdesk (or similar), Postman/Insomnia, Jira, Confluence, SQL, and Microsoft SQL Server. Programming knowledge in Java, JavaScript, .NET, and PHP. Familiarity with ticketing systems and CRM platforms, managing cases efficiently. Additional Conditions On‑site presence required 3 days per week. Availability for either schedule: Wednesday – Sunday, 7 a.m. – 4 p.m. (one Sunday off per month) Saturday – Wednesday, 8 a.m. – 5 p.m. (one Sunday off per month) Job Benefits Competitive salary Opportunities to grow within a hyper‑growth company Hybrid work mode 3x2 Individual development plans Excellent work environment and collaboration Potential salary increase via flexible remuneration partner Seniority Level Entry level Employment Type Full‑time Job Function Information Technology #J-18808-Ljbffr
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