Customer Support & Case Management

• Handle customer inquiries via ticketing systems with professionalism, empathy, and technical accuracy
• Classify and prioritize issues based on urgency, business impact, and technical complexity
• Ensure every interaction reflects high-quality communication and adherence to service standards (SLAs, tone, and consistency)
• Document case details thoroughly, maintaining traceability and clarity for escalations or audits

Technical Analysis & Troubleshooting

• Perform initial technical assessments of issues by reviewing logs, configurations, and merchant data
• Analyze logs and other system outputs to detect causes, errors, or inconsistencies
• Execute basic configurations (e.g., Merchant ID setup, user access creation, and permission management) on supported platforms
• Provide first-level technical assistance to merchants - including platform navigation, account configuration, and general troubleshooting
• Collaborate with the Development team to reproduce, diagnose, and elevate complex issues efficiently

Escalation & Collaboration

• Escalate cases to technical teams (Development, Product, QA) following structured protocols and with complete context
• Participate in regular syncs with Product, QA, and Data teams to identify recurring problems and process improvements

Process & Knowledge Improvement

• Identify recurring issues or process gaps and propose preventive or optimization actions
• Contribute to internal documentation, FAQs, and workflows to help improve efficiency and knowledge sharing
• Support the onboarding and training of new CS members in technical aspects of tools and platforms
• Collaborate with cross-functional teams on initiatives that enhance the merchant experience and streamline operations, * Be part of a team that bridges customer empathy with technical expertise, playing a vital role in ensuring merchant success
• Work in a collaborative, innovative environment that values continuous learning and shared knowledge
• Gain hands-on experience with cutting-edge systems, integrations, and automation tools that drive operational excellence

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We are looking for an analytical, solution-oriented, and service-driven professional who enjoys solving problems in digital environments., The ideal candidate thrives in a fast-paced environment, approaches challenges with curiosity, and maintains a collaborative mindset to enhance processes, documentation, and merchant satisfaction., * At least 1 year of experience in Customer Service, Technical Support, or related roles in digital or SaaS environments

• Proven experience working with ticketing systems (e.g., Zendesk, Freshdesk, Jira) and handling asynchronous communication channels (email, web forms)
• Nice to have: Students currently pursuing careers in Data Analysis, Systems Engineering, or IT Systems are encouraged to apply (no degree required)

Technical Knowledge

• Deep understanding of APIs, web integrations, and JSON data structures. API development knowledge is a plus
• Experience in user access management, system permissions, and basic platform configuration
• Familiarity with CRM systems, automation tools, and data visualization platforms (e.g., Looker, Power BI) is a plus
• Robust understanding of data engineering concepts, including databases, data pipelines, and data debugging
• Familiarity with n8n is a plus
• Strong proficiency in JavaScript (basic development level required); Python is a plus
• Strong expertise in prompt engineering and Generative AI (LLMs), including developer-level experience with Claude (Opus, Sonnet, Pro, Flash), Mistral, GPT-5, and LLaMA
• Experience with Cursor IDE AI is a plus

Skills

• Strong analytical and problem-solving abilities, with a keen attention to detail and a structured approach to troubleshooting
• Excellent written and verbal communication skills in English (advanced level); Spanish is a plus but not mandatory
• Proven ability to work autonomously while maintaining close collaboration with cross-functional teams
• Highly empathetic and customer-oriented, with a genuine passion for supporting merchants and ensuring their success
• Organized, accountable, and adaptable, able to manage multiple priorities effectively in a dynamic and fast-paced environment

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