Merchant Support Analyst
Core
Provide technical expertise and operational assistance to merchants to reduce payment process risk and resolve inquiries.
Role type
Merchant Support Analyst (Customer Service)
Builds
Merchant payment process security and compliance
Domain
Cybersecurity / Payments
Deliverable
client delivery
Required skills
Customer service experience, verbal and written communication, listening skills, CRM proficiency, call center software proficiency
Preferred skills
Microsoft tools proficiency (Office Suite, Teams, SharePoint, Outlook), high school diploma or equivalent
Responsibilities
Handle inbound and outbound customer calls, resolve customer issues and escalate complex cases, document customer interactions in CRM/ticketing software, meet performance metrics (call quality, AHT, FCR, CSAT), deliver customer service via email or chat
Seniority
Entry-level / Individual Contributor