Tier 1 Technical Support Consultant

1 day ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Company Description3> We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. Since 1986 we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle. Overview We are looking for a proactive and detail-oriented Technical Customer Support Specialist to join our team. The ideal candidate will have a solid background in payments, transaction processing, and customer service, with a passion for payments. In this role, you will be the key point of contact for both internal teams and clients, providing timely, effective solutions to technical issues, driving customer satisfaction, and contributing to process improvements. Key Responsibilities Be a named point of contact and take ownership of service for a group of Thredd clients, ensuring their needs are met with high standards of service. Provide second‑level analysis, investigation, and resolution for customer service requests related to card/transaction processing, electronic POS, ATMs, and fraud. Advocate for clients, representing their requirements and needs within the organization to ensure alignment on new features or enhancements. Work closely with internal teams (Customer Care, Tech, Product) and third parties to address root causes of issues and prevent future occurrences. Ensure clear, timely communication with both technical and non‑technical stakeholders, adapting your approach based on the audience. Resolve technical issues related to transaction processing, including fraud, chargebacks, 3DS, and other payment systems. Follow and adhere to incident management procedures, ensuring appropriate escalation, investigation, and communication. Provide analysis on card/transaction data, leveraging in‑house and external tools. Develop and present data‑driven insights that inform decision‑making, product improvements, and customer service enhancements. Contribute to the refinement and documentation of internal processes, procedures, and best practices to continuously improve service quality. Lead or support projects aimed at platform enhancements, new feature rollouts, or client solutions. Feed documentation improvements into technical writing teams to ensure clarity and accuracy. Build strong relationships across departments to foster teamwork and ensure alignment on goals. Support team learning and development, sharing knowledge and best practices. Manage personal performance and goals to drive continuous improvement and ensure successful project outcomes. Qualifications Proven track record of successful technical customer support or client‑facing roles in payments, transaction processing, or banking. Deep understanding of transaction systems (card, POS, ATM), fraud prevention (3DS), chargebacks, and payment gateways. Experience working in a fast‑paced environment where client service and quick resolution are critical. Strong technical knowledge of APIs (SOAP or REST), SQL, XML/JSON, and familiarity with Jira, Confluence, Postman, ELK, etc. Exceptional problem‑solving skills with sound decision‑making. Experience in data analysis and reporting using tools like Excel. Familiarity with MasterCard/Visa processing, platform functionality, and regulatory changes. Exposure to fraud systems, 3DS, and other payment security tools. Experience working in B2B and/or operational support roles within payments or technology sectors. Exceptional oral and written communication skills in English. Ability to perform effectively both independently and as part of a team. Strong attention to detail and methodical approach to problem‑solving. Time management skills with a strong sense of urgency and the ability to prioritise workloads effectively. Additional Information This is a 100% onsite position in Barranquilla - Colombia Full‑time Customer Service Telecommunications Referrals increase your chances of interviewing at Sutherland by 2x #J-18808-Ljbffr