Merchant Support Analyst, SPX Express

SPX Express; Manila; On-site; PHP 279,000 - 446,400; Full time

Job summary

SPX Express is looking for a support professional in Manila. The role involves handling merchant inquiries, diagnosing issues, and maintaining service level agreements. Ideal candidates have a Bachelor's degree, 1–3 years of relevant experience, and strong problem-solving skills. You will work collaboratively with internal teams to enhance support workflows and assist in training new team members. The position offers a dynamic environment with opportunities for process improvement.

Qualifications

• 1–3 years of experience in customer/merchant support or operations.
• Strong problem-solving and troubleshooting skills.
• Familiarity with ticketing systems and support tools.
• Experience in e-commerce or platform-based businesses is a plus.

Responsibilities

• Handle merchant inquiries, issues, and escalations across support channels.
• Collaborate with internal teams to resolve complex cases.
• Monitor support performance metrics and suggest improvements.
• Assist in training and onboarding of new support team members.

Skills

Problem-solving

Communication skills

Interpersonal skills

Experience with ticketing systems

Fast-paced issue handling

Education

Bachelor’s degree in Business, Industrial Engineering, or related field

Tools

Ticketing systems

Job description

Responsibilities

• Handle merchant inquiries, issues, and escalations across support channels
• Diagnose and resolve operational, technical, and account-related concerns
• Maintain SLAs and ensure timely issue resolution
• Document issues and resolutions to build internal knowledge bases
• Identify recurring issues and recommend process or product improvements
• Collaborate with internal teams (operations, product, tech) to resolve complex cases
• Monitor support performance metrics and suggest improvements
• Assist in training and onboarding of new support team members
• Contribute to improving support workflows and tools

Qualifications

• Bachelor’s degree in Business, Industrial Engineering, or related field
• 1–3 years of experience in customer/merchant support or operations
• Strong problem-solving and troubleshooting skills
• Excellent communication and interpersonal skills
• Ability to handle multiple issues in a fast-paced environment
• Familiarity with ticketing systems and support tools
• Experience in e-commerce or platform-based businesses is a plus