Customer Support Analyst

What you'll be doing:

Merchant Onboarding:
• Configure and onboard merchants of our PSP clients for various payment methods. 
• Configure merchants of our PSP clients. 
• Assist with the technical setup of our PSPs.
• Understand and take ownership of the merchant onboarding lifecycle from beginning to end, facilitating merchant activation and revenue generation.
• Be involved in the full client lifecycle, from pricing structure approval to setup in PPRO systems, to ensure fast activation.
• Assist PPRO clients with follow-up questions related to client and merchant onboarding requests.
 
Client Support:
• Troubleshoot client issues and open Jira tickets to report errors to relevant teams.
• Handle requests from acquiring partners and coordinate with the respective clients.
• Proactively follow up on raised items within a reasonable timeframe
  Advise clients on billing and reconciliation issues, collaborating with relevant departments.
• Clarify settlement and payout timelines for clients and partners, ensuring transparency.
• Verify payment status, trace payments in our records, and provide status updates.
• Support clients and partners with general inquiries related to payment processing.
• Identify and report recurring issues to improve internal processes.
• Collaborate with internal teams to ensure efficient issue resolution.
• Support clients with the implementation and integration of payment services.
• Provide guidance with the API reference and technical requirements.
• Analyze conversion rates and offer recommendations for optimization.
• Maintain clear and structured documentation of client interactions and reported cases.
• Provide missing invoices and settlement reports upon client request.
• Process client requests for account and address updates, including receiving and processing necessary documentation for bank and address changes.

What you'll need to have:

• 2-3 years of experience in a customer support role, preferably within the payments or financial technology industry. Proven ability to troubleshoot and resolve complex technical and functional issues.
• Strong understanding of payment processing concepts, including local payment methods (LPMs).
• Excellent problem-solving, analytical, and critical-thinking skills.
• Exceptional written and verbal communication skills in English.
• Proficiency in using support ticketing systems (Zendesk, Freshdesk).
• Strong customer-centric approach with a genuine desire to help and advocate for clients.
• Ability to work as a team as part of a global, cross-functional team.
• Demonstrated ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced environment.
• Proficiency in Mandarin (spoken and written) is required, as the role involves communication with Mandarin-speaking partners and clients 

What we'd love to see:

• Experience with merchant onboarding processes.
• Familiarity with API integrations and troubleshooting.
  Plus Bachelor's degree in a related field (e.g., Information Technology, Business Administration).

What you can expect from us:

A passion for challenging the status quo and driving positive change: We appreciate individuals who proactively seek better ways of doing things
Health Allowance 
Gym Allowance
All statutory insurances 
Access to mental health support with Plumm Health