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Technical Payments Analyst - 2nd Line

Technical Payments Analyst - 2nd Line

A leading online payments company are expanding the support team. As a 2nd Line Technical Payment Analyst, you will investigate and troubleshoot transaction issues escalated by the 1st Line Support team, identify and document problems and incidents and perform day-to-day monitoring of our payment system’s performance.

On offer:

  • Attractive remuneration package
  • Be part of a professional and successful business with a clear internal career path and opportunities for personal development
  • Benefits such as: flexible-time, health allowance, monthly team events, weekly after-office events, and more!

Responsibilities:

  • Diagnose and resolve product and service issues.
  • Identify, evaluate, escalate incidents and problems.
  • Assist with troubleshooting and resolving problems escalated by 1st Line Support.
  • Work closely with Operations, Tech, Product, Finance and Risk teams to ensure efficient resolution of issues reported both externally and internally.
  • Perform system monitoring to ensure continuous transaction processing.
  • Prepare customer-facing communications for status updates and incident reports.
  • Create, handle and optimise internal and external documentation, processes and procedures to help scale our operations and improve our workflows.
  • Generate new ideas and suggestions for continuous improvement of the company’s products and services to enhance the customer payment experience.

Requirements:

  • At least +2 years of experience within similar responsibilities.
  • Proficiency in SQL, able to write efficient queries and independently explore system architectures consisting of many interconnected services. 
  • Resourceful, focused, action-oriented with strong organizational skills to manage multiple stakeholders and work with competing priorities and demands.
  • Detail oriented, with passion for data and solving problems.
  • Excellent communication skills, able to discuss technical concepts with a range of audiences with diverse levels of technical skills.
  • Enjoys liaising with end consumers, business clients, internal stakeholder and product teams.
  • Eager to have an in-depth knowledge on the products you work with, diving deep into system processes and getting to the root of the problems.