Customer Support Analyst

Localpayment is a fintech company specializing in local and cross-border payment solutions for emerging markets. Our platform enables global companies to accept payments in local currencies through native methods in each country, facilitating their international expansion. In 2024, Localpayment entered into a strategic partnership with Aleph Group, a global technology and digital media company. This collaboration enhances our capabilities and reach, combining robust payment infrastructure with a broader digital ecosystem. We are looking for aCustomer Support Analystfor our key enterprise clients, driving retention through proactive issue resolution, performance analysis, and strategic client engagement in the dynamic world of cross-border payments. Responsibilities Handle inbound inquiries via tickets, responding promptly and professionally to merchant questions about payments, account setup, and basic transactions. Accompany cases and incidents, tracking resolutions from initial report to closure while maintaining clear communication with merchants. Perform operational consultations, such as querying transaction statuses in backoffice systems. Conduct first-level technical troubleshooting for common integration errors (e.g., basic API issues, HTTP status codes 400/500) and escalate complex matters to specialized teams. Send notifications and alerts to merchants regarding transaction updates, system maintenance, or preventive advisories to minimize disruptions. Manage other t