2nd Line Analyst, Latam

1 semana atrás

Rio de Janeiro, Brasil MYPINPAD Tempo inteiro

MYPINPAD’s software turns everyday mobile devices like smartphones and tablets into secure payment terminals.

As the first software-based payments solution developer in the world to have achieved a full suite of PCI certified solutions, our offering is the most secure in the world. This leading technology enables a consistent ‘card present’ payment experience across all channels, both in-store and digital.

MYPINPAD’s payments solutions are device and gateway agnostic and built upon our globally patented, cloud-based authentication platform. By enabling merchants of all sizes globally to securely accept payments using smartphones and tablets, we help open up a world of possibilities in reshaping the end-to-end customer experience. Secure, safe, seamless payments. Everywhere.

MYPINPAD is proud to be an equal opportunities employer. All our people make this an exciting and inclusive place to work, where they can be themselves and let their skills shine.

We value quality and excellence in everything we do, with a strong focus on supporting and developing our employees.

We are remote and work with flexibility in mind to allow our people the opportunity to contribute fully, and still be able to balance work with personal commitments and general well-being. As long as you have a reliable Internet connection and a productive work environment, you can work from anywhere in Brazil.

**The Role**

Reporting to the Head of Support, the 2nd Line Analyst will work with 1st Line Analysts to triage, diagnose, escalate and resolve support incidents raised by end users. They will assist with monitoring and tracking of ongoing incidents, as well as contributing to the continuous improvement of the support desk function. The 2nd Line Analyst will provide excellent service to our customers, as well as communicating and updating internal stakeholders

**Key Responsibilities and Expectations**
- Respond to support calls within the terms of SLA’s and ensuring customer satisfaction
- Prioritise and classify incidents and identify required steps to progress and resolve issues
- Monitor and track incidents and provide communications to internal and external stakeholders
- Complete relevant triage and investigation on incidents raised, including collection of logs, reproduction of issues and documentation of all activity
- Escalate complex and specialist incidents to the relevant technical parties including creation and maintenance of relevant tickets in Jira
- Document and communicate resolutions and root cause analysis
- Participate in UAT and QA testing of fixes and releases
- Contribute to the development and maintenance of technical documentation, customer knowledge base and support desk processes and procedures
- Provide occasional out of hours support.

**Knowledge, Skills and Experience Required**
- Fluent in Portuguese and English
- Extensive experience in a service desk environment
- Solid SQL knowledge
- Experience of working with Postman and APIs
- Experience in defect management and full defect lifecycle
- Understanding of QA testing process
- Experience of working with Jira and Confluence
- Basic knowledge of C# and Java is desirable
- Good and demonstrable understanding of Azure and AD environments
- Experience within Payments of Fintech environment is desirable
- Advanced Microsoft Office skills - Word/Excel/PowerPoint/Outlook
- Experience of monitoring and deployment tools
- Strong analytical skills
- Excellent verbal and written communication skills
- Flexible approach to working hours.

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