Payer Support Analyst

JR Spain; Barcelona; Híbrido; EUR 30.000 - 40.000; Jornada completa

Descripción de la vacante

Una empresa en crecimiento, JR Spain, busca un Payer Support Analyst para unirse a su equipo en Barcelona. Este rol implica ayudar a los clientes finales a resolver problemas relacionados con pagos y facilitar la comunicación entre consumidores y plataformas de e-commerce. Se requiere una sólida comunicación en español e inglés y habilidades informáticas. Se ofrecen beneficios competitivos y oportunidades de desarrollo profesional en un ambiente dinámico.

Servicios

Salario competitivo

Días adicionales de vacaciones

Seguro de salud privado

Catering gratis en la oficina

Día de teletrabajo semanal

Clases de idiomas gratuitas

Planes de desarrollo individual

Ambiente de trabajo excelente

Snacks y bebidas gratis

Equipos de trabajo trimestrales

Formación

• Fuerte habilidad de comunicación escrita en español e inglés.
• Conocimientos informáticos adecuados.
• Naturaleza detallista e inquisitiva.
• Capacidad para manejar clientes desafiantes de manera profesional.
• Familiaridad con sistemas de atención al cliente.

Responsabilidades

• Procesar reembolsos para transacciones fallidas.
• Escalar problemas técnicos detectados a través del soporte al cliente.
• Analizar datos transaccionales y asegurar clasificación y resolución adecuada de cada ticket.
• Escalar casos de fraude y disputas de pago al departamento relevante.
• Colaborar con otros interesados para resolver problemas complejos de pago.

Conocimientos

Comunicación escrita fuerte en español e inglés

Conocimientos de Microsoft Office y Excel

Orientación a los detalles

Manejo profesional de clientes desafiantes

Descripción del empleo

Social network you want to login/join with:

PayRetailers is a payment gateway designed to handle mass online payments to the Latin American market. The company combines local markets expertise with payment technology enabling global merchants to successfully expand their business into high growth, emerging markets while eliminating the many operational complexities of managing cross-border payments. Our strategy has created a differentiated model in the payments landscape.

Our team is growing and we are looking for a Payer Support Analyst to be based in Barcelona. As a Payer Support Analyst, you will assist PayRetailers’ end-customers in solving payment-related issues, facilitating communications between consumers, payment method providers, and e-commerce platforms.

Primary Responsibilities

1. Process refunds for failed transactions.
2. Escalate technical issues detected through end-customer support.
3. Analyze transactional data from different sources and ensure an appropriate classification and resolution for each ticket.
4. Escalate fraud cases and payment disputes to the relevant department, gathering supporting evidence.
5. Partner and collaborate with other stakeholders to solve complex payment issues (Support, Legal, Financial Partners, etc.).
6. Handle follow-up actions based on case outcomes.

Experience and Qualifications

• Strong written communication skills in Spanish and English, utilizing proper grammar and punctuation.
• Computer skills: good knowledge of Microsoft Office & Excel.
• Detail-oriented and inquisitive nature.
• Ability to handle challenging customers professionally.
• Familiarity with customer support systems and practices.
• Previous experience working in the Payments Industry is a plus.

What We Offer

• Competitive salary!
• Opportunities to grow within a hypergrowth-stage company.
• Additional days of holidays!
• Private health insurance.
• Free office catering.
• At least one day of home office per week!
• Free language classes.
• Individual development plans.
• Excellent work environment and collaboration.
• Free coffee, tea, fruits, and snacks.
• Possibility to increase net salary through our flexible retribution partner!
• Quarterly team buildings.