VIP Support Analyst

Viva.com is Europe’s first acquirer powering merchant payments acceptance across 24 countries and 1.165+ devices. With an ECB approved banking license and presence in 24 European markets, Viva.com’s Tap on Any Device technology for in-store payments, Smart Checkout payment gateway for online payments, and marketplace payment solution, help European businesses of any size to accept and manage payments how they want. All of Viva.com’s technology is built in-house over MS Azure, and is fully scalable, supporting any payment checkout journey.

Viva.com provides a seamless, conversion-boosting omnichannel payments platform, featuring acceptance of 40+ payment methods across 17 languages and 9 currencies. Viva.com’s ever-expanding financial services' suite includes value added features such as Real-Time Settlement; Offline Payments minimising chances of losing a sale; a Viva.com business debit card to manage corporate expenses, while reducing acceptance fees to as low as 0%; and Merchant Advance. 

The Role
As a VIP Support Analyst at Viva.com, you will play a crucial role in providing exceptional technical support to our high-value e-commerce customers. Your expertise extends to onboarding new customers to our platform and continuously gathering feedback to identify new requirements, ensure seamless integration with our services, and build lasting partnerships. By diagnosing issues, offering tailored solutions, and contributing to our knowledge base through root cause analysis, you'll help elevate our customer service standards and achieve strategic goals. 

Responsibilities

• Be a Viva "ambassador": act as point of contact for any technical e-commerce related issue of our High value customers;
• Offer the most suitable solution to customers' issues and become their trusted partner;
• Help customers integrate with our various supported plug-ins and payment tools troubleshot customers' integrations and help resolve any technical issues they might face;
• Diagnose and resolve problems using documented procedures and checklist;
• Be challenged to achieve predefined qualitative and quantitative targets; 
• Participate in training sessions to go through our products/services to a selected group of stakeholders from customers’ side;
• Co-operate with internal teams to investigate cases and get to the best solution for customers;
• Conduct root cause analyses for incidents and non-standard operations to enhance the knowledge base for future reference. 

Requirements

To be considered you should have:

• You are a proficient user (oral and written) of English;
• You have worked for at least 1 - year as a 2nd level Technical Support Agent/ IT support, preferably in the Banking/IT/Telecommunications industry;
• A degree in Computer Science related fields will be considered as a plus; 
• You are extra confident with technology and familiar with CRM systems, software and hardware, social media; 
• You are customer centric, customer centric, customer centric - no it's not a typo;
• You love solving problems and resolving conflicts in a cool and constructive way;
• You can work as a member of a team. 

Benefits

💸 Competitive compensation package;

Annual bonus based on your performance and targets’ achievement;

🏥Private health insurance for you and your family;

💻Top of the Line tools and equipment;

🏃🏽‍♂️Employee Wellness Program like Daily group sessions led by professional coaches;  

📚Career development and regular feedback to develop your skills.