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L2 Merchant Support Analyst

3 semanas atrás

São Paulo, São Paulo, Brasil PayRetailers Tempo inteiro

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. To help us get there, our Team in Sao Paulo is on the lookout for a new L2 Merchant Support Analyst.

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. Your role is essential to maintaining high satisfaction levels and ensuring accurate, timely responses to technical inquiries.

Job Requirements

  • Advanced level of Spanish & English (spoken and written) to interact with international merchants and teams.
  • Excellent attention to detail and accuracy in documentation.
  • Working knowledge of data analysis and performance/operational metrics.
  • Demonstrated understanding of technology environments and technical support workflows.
  • Experience using tools such as VPN, Freshdesk (or similar ticketing systems), Postman, Insomnia, Jira, Confluence, SQL, and Microsoft SQL Server.
  • Programming knowledge in Java, JavaScript, .NET, and PHP.
  • Familiarity with ticketing systems and CRM platforms, with the ability to manage cases efficiently and consistently.
  • Working knowledge of data analysis and performance/operational metrics.
  • Demonstrated understanding of technology environments and technical support workflows.
  • Experience using tools such as VPN, Freshdesk (or similar ticketing systems), Postman, Insomnia, Jira, Confluence, SQL, and Microsoft SQL Server.
  • Programming knowledge in Java, JavaScript, .NET, and PHP.
  • Familiarity with ticketing systems and CRM platforms, with the ability to manage cases efficiently and consistently.

Important:

  • On-site presence is required 3 days per week.
  • Must have availability to work under either of the following schedules:
  • Wednesday to Sunday, from 7 a.m. to 4 p.m. (one Sunday off per month)
  • Saturday to Wednesday, from 8 a.m. to 5 p.m. (one Sunday off per month)

Job Responsibilities

  • Manage emails, chat messages and potentially phone calls to assist merchants effectively.
  • Provide technical Tier-1 support to merchants and escalate cases requiring advanced troubleshooting in a clear, structured, and well-documented manner.
  • Identify, diagnose, and resolve incidents quickly using systematic and organized troubleshooting processes.
  • Perform continuous analysis and monitoring of company activity to detect anomalies and support stability.
  • Communicate incidents to the appropriate internal stakeholders and ensure complete and accurate documentation for each case.
  • Coordinate with interdepartmental teams (IT, Engineering, Payments, Product, etc.) to ensure effective incident management and resolution.
  • Deliver proactive support by using data analysis to detect trends, technical failures, and opportunities for improvement.
  • Identify ticketing trends and widespread technical issues that can affect multiple customers.
  • Achieve monthly objectives defined by KPIs and competitive SLAs, following internal best practices and operational procedures.
  • Ensure fast resolution times and clear, merchant-centric communication in every interaction.

Job Benefits

  • Competitive salary
  • Opportunities to grow within a company in hypergrowth stage
  • Hybrid mode of work 3x2
  • Individual development plans
  • Excellent work environment and good collaboration
  • Possibility to increase your net salary through our flexible retribution partner