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N2 Support Analyst – Risk and Fraud Prevention
Farmácias app | Delivery | By GrupoSC. Investigate and resolve N2 tickets related to the operations, systems, orders, registrations, payments, inventory, and integrations of Farmácias APP .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in N2 support for digital systems, with strong analytical skills to investigate and resolve operational issues. Proficient in risk management, fraud prevention, and ticket management, ensuring compliance with SLAs and operational controls.
Highest-signal resume keywords
N2 Support ExperienceRisk Management KnowledgeMicrosoft Dynamics 365Intermediate Excel SkillsFraud Prevention Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Ticket ManagementOperational ControlsPerformance MetricsData AnalysisRoot Cause AnalysisDocumentation SkillsKYC ValidationChargeback MonitoringProcess MappingAutomation of Controls
Soft Skills
Strong CommunicationCollaboration SkillsOrganizationProactivityAccountability
Tools & Technologies
Microsoft Dynamics 365Power BIPower QuerySQLKoinTunaAPIsWebhooks
Industry Keywords
E-CommerceMarketplacesDigital RetailFraud PreventionPayment Methods
Tech Stack
Tools & technologiesERPSQL
About the role
Key responsibilities & impact- Investigate and resolve N2 tickets related to the operations, systems, orders, registrations, payments, inventory, and integrations of Farmácias APP
- Analyze histories, records, logs, and evidence to identify root causes, diagnose failures, and manage cases through to resolution
- Record and track tickets in Microsoft Dynamics 365, ensuring information traceability, SLA compliance, and appropriate escalation to Product, Technology, ERP, and partners
- Guide the N1 team on procedures and known solutions, contributing to service quality and reducing recurring issues
- Analyze risk alerts, registration inconsistencies, and transactions flagged by payment and fraud prevention platforms
- Perform additional validations and manual analyses, documenting evidence and supporting the prevention of fraud and operational losses
- Monitor the registration regularization of partner stores (KYC) and support investigations into suspected fraud, disputes, and chargebacks
- Analyze operational data and service, payment, and fraud prevention metrics, identifying patterns, recurring failures, and opportunities for improvement
- Prepare reports and propose and monitor action plans to reduce failures, recurring issues, and losses
- Support testing and validation of fixes, integrations, and improvements to the systems and platforms used by the operation
- Create and update operating procedures, documentation, and knowledge bases
- Work collaboratively with internal teams, suppliers, and partners, ensuring operational continuity and information confidentiality
Requirements
What you’ll need- Experience with N2 support or support for digital systems and operations, including the investigation and resolution of moderately complex incidents
- Knowledge of risk management, fraud prevention, and payment methods applied to e-commerce or marketplaces
- Intermediate to advanced Excel skills, including filters, pivot tables, VLOOKUP/XLOOKUP, SUMIFS, and cross-referencing databases
- Experience with ticket management, SLA monitoring, operational controls, and performance metrics
- Knowledge of or experience with Microsoft Dynamics 365
- Analytical ability to interpret data, identify root causes, investigate discrepancies between systems, and propose corrective actions
- Ability to prepare reports, document processes, record evidence, and manage multiple demands
- Organization, autonomy, proactivity, and the ability to prioritize activities based on urgency, impact, and risk
- Strong communication and collaboration skills, with the ability to interact with internal teams, suppliers, and partners
- Accountability and discretion when handling registration, financial, and transactional information
- Preferred: experience with the Koin and Tuna platforms
- Preferred: experience in e-commerce, marketplaces, or digital retail, with knowledge of the VTEX platform and the order and payment journey
- Preferred: experience with seller registration validation (KYC), manual fraud prevention analysis, and chargeback monitoring
- Preferred: knowledge of APIs, webhooks, logs, and response codes
- Preferred: knowledge of Power BI, Power Query, or SQL
- Preferred: experience automating controls, mapping processes, implementing operational controls, and monitoring action plans
Benefits
Comp & perks- Working hours: 8:00 a.m. to 6:00 p.m. (Monday to Friday)
- Food allowance
- Meal allowance
- Health insurance
- Dental insurance
- Life insurance
- TotalPass