Senior Customer Technical Services Analyst

Description:

We're hiring a Senior Customer Technical Services Analyst to join a high-performing support team that provides Level 2/3 technical support for a world-class payment gateway platform. You will be working a 7 day shift roster, each shift comprising of 7 hours, between 8am and 6.30pm.

If you have strong API knowledge, solid technical troubleshooting skills, and thrive in a fast-paced environment-this role offers the chance to work at the heart of global payment operations.
 

Responsibilities:
 

• • Act as the go-to Senior Customer Technical Services Analyst for L2/L3 support issues on the payment gateway platform.
  • Handle merchant onboarding, profile configuration, and reporting.
  • Manage and troubleshoot incidents using internal CRM systems; escalate to Engineering as needed.
  • Collaborate with global teams (APAC/US) for handovers and follow-the-sun support.
  • Prepare status updates and maintain SLAs through daily, weekly, and monthly tasks.
     
• About You:
   

   

   

   

   

   

  • • 2+ years' experience in a technical customer service or support role.
    • Strong knowledge of APIs (JSON, REST, NVP), SQL, and web-based technologies.
    • Experience in the payments or eCommerce industry preferred.
    • Confident communicator with excellent problem-solving skills.
    • Familiar with Splunk, CRM systems, and incident management tools.