Support Analyst, Level Ii

**Support analyst, Level II**
- Bogota, Colombia_
- Hybrid_

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow.

**WE ARE NUVEI. **Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 47 markets, 150 currencies and 586 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey

**Your Mission**

We are looking for a support analyst, level 1, to join our fast-growing **customer experience** team, the Support Analyst will be supporting the team in carrying out level 2 support for the payment platform and the white labels, diagnosis, and solution of tickets based on the technical/functional knowledge of the platform and understanding of the payment ecosystem (business), evaluation of logs, evaluation, and interpretation of transactional data, approach to solutions or get evidence to carry out a level 3 escalation and the others teams, availability to carry out meetings of understanding and explanation to the merchant, evaluation of approval rates transactions, communication with third parties and internal areas for the management of solution of incidents that affect the functioning of the platform.

**Key Responsibilities**
- Perform level 2 support of the payment platform and white labels.
- Diagnosis and solution of tickets based on technical/functional knowledge of the platform and understanding of the payment ecosystem (business).
- Log evaluation, Analysis, and interpretation of transactional data.
- Availability to carry out meetings of understanding and explanation to the merchant.
- Constant monitoring of the different technical components of the platform.
- Evaluation of approval rates transactions.
- Organize methodically the tasks assigned by the Leader/manager or those required in the position.
- Prepare, process, and respond to the requests of the Leader/manager.
- Participate in the execution of the tasks assigned to the area.
- Prepare documents required by the Leader/manager.
- Respond to the requirements and requests of other areas or dependencies.
- Keep in order the records of the area or the processes designated to it.
- Assist the immediate supervisor in the execution of all the tasks that are required.
- Follow up on assigned tasks or scheduled issues in the area.
- Manage internal or external complaints and claims about the designated processes.
- Receive external or internal calls and attend to them appropriately.
- Manage activities, making assertive communication with the corresponding stakeholders.
- Create technical and operational manuals required to generate synergy and optimization.
- Have assertive communication with the different stakeholders to achieve progress in the activities.
- Present internal/external client follow-ups from the scope of the role in which the activity is participated (Customer Support).
- Ability to define sustainable guidelines for Customer Support activities within the team.
- Ability to generate management reports on production, quality or situations required by the immediate supervisor.

**Requirements**:

- Technologist or student of Systems Engineering, Software, Telecommunications, Industrial, Business Administration or related careers
- Knowledge of transact - SQL.
- Know-how of the operation of the e-commerce payment ecosystem.
- intermediate management of Excel.
- Knowledge of Cloud infrastructure - AWS.
- Customer service skills: good spelling-writing, assertive communication, teamwork, proactive, quick learner, problem-solving ability.

**Benefits**
- **Long Term Incentive Plan** that creates an opportunity for all employees to financially benefit from Nuvei’s growth
- **Additional days off** each quarter, should the company achieve its quarterly targets
- **Health insurance**

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.