Customer Support Analyst

Localpayment

. Handle inbound support tickets about payments, account setup, and basic transactions .

Posted 10/17/2026contractRemote • EcuadorMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in payments processing and incident management, with a strong focus on customer support in fintech environments. Proficient in analyzing support KPIs and leading troubleshooting efforts while fostering collaboration across teams.

Highest-signal resume keywords

Payments Processing ExpertiseIncident ManagementGrafana ProficiencyFluency in English and SpanishLeadership in Mentoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Root Cause AnalysisBasic API TroubleshootingExcel ReportingPayment Flow KnowledgeTransaction Status Querying

Soft Skills

Attention to DetailOrganizational CapacityProblem-Solving Under PressureCross-Team CollaborationAbility to Manage Multiple Tasks

Tools & Technologies

GrafanaZendeskZoho DeskSlackJira

Industry Keywords

FintechClient-Facing RolesLatin American Payment MethodsSLA ReviewCustomer Satisfaction Scores

Tech Stack

Tools & technologies

Grafana

About the role

Key responsibilities & impact

Handle inbound support tickets about payments, account setup, and basic transactions
Track cases and incidents from initial report through closure while communicating with merchants
Query transaction statuses in backoffice systems
Perform first-level troubleshooting for common integration errors, including basic API issues and HTTP 400/500 status codes
Escalate complex matters to specialized teams
Notify merchants about transaction updates, system maintenance, and preventive advisories
Perform level 1 tasks, including Excel reporting data entry and Slack-based team handoffs
Lead complex production cases as the primary technical contact for enterprise merchants
Coordinate with merchant teams for rapid resolution
Analyze and generate support KPIs, including resolution times and customer satisfaction scores
Report metrics and process improvements to leadership
Perform Root Cause Analysis and lead post-mortem reviews for recurring incidents
Participate in retention and SLA review meetings with strategic clients
Create and update knowledge base articles, troubleshooting guides, and best practices
Structure and prioritize escalations to Product, Development, Compliance, and Operations teams
Oversee advanced troubleshooting with Grafana across payment flows and regional payment methods

Requirements

What you’ll need

At least 3+ years in fintech or customer support, with expertise in payments processing, incident management, and client-facing roles in multinational settings
Deep knowledge of payment flows: authorization, capture, cancellation, and refund
Knowledge of Latin American payment methods: Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, and local cards
Proficiency in Grafana for log analysis and root cause identification
Familiarity with Zendesk or Zoho Desk, Slack, Jira, proprietary backoffice systems, and Excel for basic reporting
High attention to detail and excellent organizational capacity
Ability to manage multiple critical tasks and coordinate simultaneously
Formal fluency in English and Spanish for executive-level discussions and technical documentation
Leadership in mentoring junior staff
Exceptional problem-solving under pressure
Ability to manage multiple high-priority escalations and foster cross-team collaboration