Service Support Analyst

Job Description

REQUIREMENTS

• Based in Europe (ideally Spain), able to work the schedule described above.
• Fluent in Spanish and English (spoken and written).
• Strong problem-solving skills.
• Ability to work independently and exercise sound judgment with minimal real-time supervision, especially during early-morning hours.
• Strong analytical skills and a good eye for detecting patterns in data.
• Excellent interpersonal skills and teamwork.
• Minimum of 2 year of experience in similar roles. Experience in fintech, payments, or banking operations is a plus.
• Knowledge of SQL (mandatory) to extract and analyze transactional data, and Power BI (mandatory).
• Experience with ticket management tools (Jira).

RESPONSIBILITES

• Provide direct support to our clients by managing and resolving assigned cases.
• Ensure a high-quality service experience for all customers.
• Collaborate with cross-functional teams to guarantee timely and effective case resolution.
• Extract, analyze, and manage information from various databases.
• Answer operational questions with transactional data (for example, SLA compliance by payer, rejection times, or false completions), spotting patterns and anomalies along the way.
• Identify operational deviations and execute corrective actions.
• Analyze available data to improve operational indicators and monitoring dashboards.
• Monitor key KPIs and propose new performance metrics for continuous improvement.

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