Technical Account Management Specialist

2 meses atrás

São Paulo, São Paulo, Brasil EBANX Tempo inteiro
About EBANX

EBANX is a leading global fintech company founded in 2012 with a mission to provide innovative payment solutions to businesses in rising markets. With its own technology and infrastructure, combined with in-depth knowledge of the Latin American market, EBANX enables companies to connect to hundreds of payment methods in different countries in the region.

Job Description

We are seeking a highly skilled Technical Account Manager to join our Corporate Initiatives Team. As a key member of our team, you will work closely with our Payments Operations Teams focused on Strategic Merchants, engaging with various business areas, including technology teams, fraud prevention, commercial, product, engineering, and merchant experience, to improve the overall performance of payment solutions offered by EBANX.

Key Responsibilities
  • Monitor the performance of payment systems, identifying areas for improvement, and implementing optimization solutions.
  • Use tools like SQL, Tableau, and Kibana to monitor platform metrics (e.g., average latency, SLA compliance).
  • Conduct system-level investigations, such as investigating the increase in latency or higher chargeback rates, which will require knowledge of APIs, SQL, and log monitoring tools like Kibana.
  • Manage incident management, which includes handling merchant communication/escalation during/after the incident, writing/reviewing incident reports, generating impacted transaction lists, and resolving transaction issues.
  • Assist customers in implementing and integrating the company's payment systems using knowledge of resources and solutions suitable for their business.
  • Support merchants around key issues and work internally to solve them quickly.
  • Have a deep understanding of the payment products and services offered by the company and apply merchant performance improvements. Monitor the main KPIs (e.g., volume, approval rate, chargeback rate) on a daily basis.
  • Identify and resolve technical problems or obstacles in the operation of payment services.
  • Manage projects related to the implementation of payment solutions, ensuring they are completed on time and within scope.
  • Have knowledge of merchants' needs and pain points.
  • Regularly communicate with merchant POC for Operational and Technical themes.
  • Keep merchants informed about product or service updates.
  • Collaborate on product development based on merchant feedback.
  • Collaborate with internal teams such as product development, technical support, and sales to ensure a cohesive and integrated approach to merchant service.
Main Requirements
  • An outstanding data-driven mindset and problem-solving skills.
  • Accountability for dealing with different simultaneous problems leading to different areas.
  • Solid technical knowledge about the integration and operation of payment systems.
  • Experience in a fast-paced, data-driven environment.
  • Good communication skills, both verbal and written.
  • Organization and a proactive mind.
  • Experience in presenting and conducting meetings.
  • Excellent Microsoft PowerPoint and Excel skills.
  • Proficiency in English.
Desirable Skills
  • Experience in the Payments Market, E-commerce, or similar industries.
  • SQL & BI knowledge.
  • Storytelling and presentation skills.
  • A desire to see the big picture.
What We Offer

We offer a challenging environment with opportunities to grow, a casual office and flexible dress code, Spanish, English, or Portuguese classes, WAVES (bonus) - Program of goals and results (variable compensation), semi-flexible hours (8 hours a day - Monday to Friday), transportation voucher (if needed), EBANX Education: budget for long courses, EBANX Skills: budget for workshops and courses, EBANX Flexible: birthday Day Off and Rest up Month - one month of paid leave every three years of work anniversary, EBANX Family: Daycare assistance, extended leave for caregivers and support program for children and pregnant women, EBANX Health: Health and Dental Insurance, with subsidy for dependents, and medicine subsidy for ebankers, Life Insurance: Life Insurance 100% paid by EBANX.

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