Merchant Support Analyst Bilingual-Spanish
Core
Provide bilingual customer support and technical guidance to merchants regarding payment security and PCI DSS compliance.
Role type
Bilingual customer support analyst (payments/cybersecurity)
Builds
Merchant payment processes and security compliance
Domain
Cybersecurity / Payments
Deliverable
client delivery
Required skills
Fluent Spanish (verbal/written), English, CRM systems, call center software, Microsoft tools, Google Docs, active listening, empathy, documentation
Preferred skills
Microsoft Office Suite, Microsoft Teams, SharePoint, Outlook, technical communication
Responsibilities
Handle inbound/outbound calls and email/chat support in Spanish and English, resolve merchant inquiries and issues, document interactions in CRM/ticketing systems, escalate complex cases, assist with translation between customers and non-Spanish speaking agents, meet KPIs on call quality and resolution time
Seniority
Individual Contributor, entry to mid-level