Customer Support Analyst

Job description

At PPRO, we simplify access to local payments - providing a local payments platform that empowers giants like PayPal, Stripe, and Microsoft to connect with billions of consumers worldwide. We are on an ambitious, fast-paced mission to 3x our growth by 2028 - and we’re just getting started. Our magic lies in our team of proud payments nerds. Spanning over 50 nationalities across 10+ global locations, our diverse cultures aren't a checklist; they are the competitive advantage driving our innovation. This is a people-first, high trust environment where you’ll have the autonomy to make a massive impact, own your work end-to-end, and grow through broad exposure, meaningful challenges, and continuous learning. We get things done, challenge respectfully, put the customer first, and recognise that our biggest successes are those we create as a team. If you’re ready to leave your footprint on global commerce, join us. **The Purpose:** ### 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: - 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 (LPM's) - 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 Preferred Qualifications: - 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)