Customer Support Analyst

Ppro; München; Vor Ort; EUR 40.000 - 55.000; Vollzeit

Benefits dieser Stelle

Hybrid working

Learning and Development budget

Insurance benefits

Enhanced Family Leave

Gym Membership support

Mental Health Platform access

Zusammenfassung

Ppro is seeking a Customer Support Analyst in Munich, Germany. This role involves providing exceptional technical support to clients and facilitating merchant onboarding processes.

The ideal candidate has 2-3 years of experience in customer support, preferably in the payments or fintech sector, along with strong problem-solving and communication skills. A hybrid work structure is offered, allowing staff to balance office and home working.

Qualifikationen

• 2-3 years of experience in customer support, preferably in payments or fintech.
• Proven ability to troubleshoot and resolve complex issues.
• Strong understanding of payment processing concepts.

Aufgaben

• Provide technical support and resolve customer inquiries.
• Configure and onboard merchants for payment methods.
• Collaborate with internal teams to resolve issues.

Kenntnisse

Technical support

Problem-solving

Analytical skills

Communication skills

Customer-centric approach

Time management

Ausbildung

Bachelor's degree in a related field

Tools

Zendesk

Freshdesk

Jobbeschreibung

The Purpose:

The Customer Support Analyst plays a vital role in providing exceptional technical and functional support to our clients, ensuring a seamless and positive experience with our payment services. This position is ideal for a proactive and detail-oriented individual with proven experience in resolving complex customer inquiries and a passion for delivering world-class support. As a key member of our global Payment Services Support team, you will contribute to our mission of operational excellence and client satisfaction.

Merchant Onboarding

• Configure and onboard merchants of our PSP clients for various payment methods
• Configure merchants of our PSP clients
• Assist with the technical setup of our PSPs
• Understand and take ownership of the merchant onboarding lifecycle from beginning to end, facilitating merchant activation and revenue generation
• Be involved in the full client lifecycle, from pricing structure approval to setup in PPRO systems, to ensure fast activation
• Assist PPRO clients with follow-up questions related to client and merchant onboarding requests

Client Support

• Troubleshoot client issues and open Jira tickets to report errors to relevant teams
• Handle requests from acquiring partners and coordinate with the respective clients
• Proactively follow up on raised items within a reasonable timeframe
• Advise clients on billing and reconciliation issues, collaborating with relevant departments
• Clarify settlement and payout timelines for clients and partners, ensuring transparency
• Verify payment status, trace payments in our records, and provide status updates
• Support clients and partners with general inquiries related to payment processing
• Identify and report recurring issues to improve internal processes
• Collaborate with internal teams to ensure efficient issue resolution
• Support clients with the implementation and integration of payment services
• Provide guidance with the API reference and technical requirements
• Analyze conversion rates and offer recommendations for optimization
• Maintain clear and structured documentation of client interactions and reported cases
• Provide missing invoices and settlement reports upon client request
• Process client requests for account and address updates, including receiving and processing necessary documentation for bank and address changes

Qualifications

• 2-3 years of experience in a customer support role, preferably within the payments or financial technology industry
• Proven ability to troubleshoot and resolve complex technical and functional issues
• Strong understanding of payment processing concepts, including local payment methods (LPMs)
• Excellent problem-solving, analytical, and critical-thinking skills
• Exceptional written and verbal communication skills in English
• Proficiency in using support ticketing systems (Zendesk, Freshdesk)
• Strong customer-centric approach with a genuine desire to help and advocate for clients
• Ability to work as a team as part of a global, cross‑functional team
• Demonstrated ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced environment

Preferred Qualifications

• Experience with merchant onboarding processes
• Familiarity with API integrations and troubleshooting
• Plus Bachelor's degree in a related field (e.g., Information Technology, Business Administration)

Benefits

• Hybrid working: We offer a hybrid structure with a 3-days‑per‑week on-site expectation, so you can strike the balance between office and home working. In addition to our 30-day holiday allowance, we also provide a work‑from‑abroad policy, enabling employees to work remotely for up to another 30 days per year.
• Learning and Development: We offer a €1,000 annual budget to support your professional growth—because investing in your development benefits us all. In addition, we provide leadership cafés, on‑the‑job training, and other opportunities to help you grow your skills and thrive in your role.
• Insurance: We provide accident insurance, disability insurance, direct insurance (bAV) and travel insurance.
• Enhanced Family Leave: We understand the importance of family— that's why we offer enhanced family leave to support you during key life moments.
• Gym Membership: PPRO helps contribute toward the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet.
• Mental Health Platform: We’ve teamed up with a top well‑being platform to provide one‑on‑one therapy, chat therapy, therapist‑led courses, guided meditations, and more.