Customer Support Analyst (backoffice)

At Worldpay, our technology and our people are moving forward. We advance the way the world pays, banks and invests. We believe in building inclusive, diverse teams. Together, we innovate to help our colleagues, clients and communities succeed. If you’re ready to grow your career and make an impact in fintech, we have one question: Are you Worldpay?

About the Role: Operational support role. Moderate skills with high level of proficiency. Responds to a high volume of inquiries about Worldpay’s products and services. Questions and issues are predominantly routine, but associate must be able to identify recurrent issues and propone improvement actions. Is able to find the path to effectively identify the root cause of an issue, and to estimate the impact. - May coach and share information with professionals with less experience and/or expertise. -. May consult with senior peers and team leads to learn through experience. Typically requires two or more years of experience in a service-related job in a service industry. One or more years financial services experience is preferable.

General Duties & Responsibilities

• Represents the Operation team, working back-office and serving as primary contact for inbound internal customer issues. For more technical product-related issues, escalates to proper Product Support department.
• Processes a high volume of internal customers inquiries of Worldpay products and services and resolves a targeted percentage of those inquiries.
• When identifying issues in the system / platforms, creates tickets to the proper department or vendor and follows them up until the resolution. Tracks and reports the evolution of all tickets, on weekly basis.
• Troubleshoots internal customers problems, identifies the root cause of the problem, and uses tools and resources appropriately to determine how to resolve problems.
• When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource.
  
  

Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.

• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Uploads client’s information in the system and ensures accurate entry of customers information. Updates client’s information in the system according to the commercial teams requests.
• Meets standards of job, such as quality standards, adherence to schedule and average handle time.
• May provide guidance and/or mentoring to less experienced associates.
• Other related duties assigned as needed.
  
  

Education Requirements

Associate degree – relevant combo of experience and education

General Skills, Knowledge & Abilities

• Advanced level of verbal and written communication skills in English.
• Excellent analytical skills.
• Detail oriented.
• Computer navigation and operation skills.
• Demonstrates effective people skills and sensitivities when dealing with others.
• Ability to work both independently and in a team environment.
• Knowledge in Data visualization and management skills is a plus.
• Very good time management skills.
  
  

Privacy Statement

Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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