Merchant Support Analyst Bilingual-Spanish

ZeroRisk•Alpharetta, GA

1d•$19 - $22

About The Position

As a Merchant Support Analyst at ZeroRisk, you will play a crucial role in supporting our client’s merchants by providing technical expertise, operational assistance, and strategic guidance. You will be responsible for reducing risk within merchant payment processes, resolving merchant inquiries and issues promptly, and optimizing merchant satisfaction. The ideal candidate will possess excellent analytical skills, a strong commitment to delivering exceptional service, and a desire to contribute to the growth and success of our thriving company.

Requirements

Fluent in Spanish (written and verbal).
High school diploma or equivalent; additional education or certifications are preferred.
Proven customer service experience in a call center or similar environment.
Strong verbal and written communication skills can effectively communicate technical information to non-technical customers.
Excellent listening skills and ability to empathize with customers while maintaining a calm and professional demeanor.
Proficiency in using CRM systems, call center software, and other tools to manage customer interactions and data.
Ability to work independently and as part of a team in a fast-paced environment.
Flexibility to work various shifts, including mornings, evenings and holidays as required by business needs.

Nice To Haves

Previous experience working with Microsoft tools and Google Doc in a professional setting is preferred. This could include experience with Microsoft Office Suite (Word, Excel, PowerPoint), Microsoft Teams, SharePoint, Outlook, etc.

Responsibilities

Handle inbound and outbound customer calls in a professional and courteous manner in both Spanish and English.
Collaborate effectively with team members and other departments to resolve customer issues and escalate complex cases as necessary.
Ensure adherence to industry best practices, payment card industry (PCI) standards, and security protocols in all merchant interactions and processes.
Accurately document details of customer interactions, including inquiries, issues raised, actions taken, and resolutions provided, in the company's CRM system or ticketing software.
Meet or exceed performance metrics and key performance indicators (KPIs) such as call quality, average handling time, first call resolution, and customer satisfaction ratings.
Participate in regular quality assurance evaluations and coaching sessions to improve performance and customer service skills.
Action additional call backs that require assistance in the supported language that reached a non-Spanish speaking agent.
Occasionally assist in translating between customers and other departments that may not have a Spanish speaking agent on duty.
Deliver customer service and assistance to customers writing in via email or chat in Spanish and English.
Review and/or help translate other documents and product interfaces presented in the Spanish language.