Bilingual Merchant Support Analyst — Spanish

ZeroRisk; Alpharetta (GA); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Career growth

Learning & development

Collaborative team environment

Competitive compensation

Flexible shift options

Job summary

ZeroRisk is seeking a Merchant Support Analyst to assist merchants worldwide, providing bilingual Spanish-English support and technical guidance. You will document interactions in the CRM, resolve issues, and help maintain PCI DSS compliance for merchant payment processes.

The role emphasizes customer satisfaction, collaboration with cross-functional teams, and adherence to security standards while delivering high-quality service in a fast-paced environment.

Qualifications

• Fluent in Spanish (written and verbal).
• High school diploma or equivalent; additional education or certifications are preferred.
• Proven customer service experience in a call center or similar environment.
• Strong verbal and written communication skills can effectively communicate technical information to non-technical customers.
• Excellent listening skills and ability to empathize with customers while maintaining a calm and professional demeanor.
• Proficiency in using CRM systems and other tools to manage customer interactions and data.
• Experience with Microsoft Office Suite and Google Docs is preferred.
• Ability to work independently and as part of a team in a fast-paced environment.
• Flexibility to work mornings, evenings and holidays as required.

Responsibilities

• Handle inbound and outbound customer calls in Spanish and English.
• Collaborate with team and other departments to resolve issues and escalate complex cases.
• Document customer interactions, inquiries, actions, and resolutions in the CRM or ticketing system.
• Meet or exceed call quality, handling time, first contact resolution, and customer satisfaction metrics.
• Participate in quality assurance and coaching sessions to improve performance.
• Assist with callbacks and translate between Spanish and non-Spanish speaking agents as needed.
• Provide email and chat support in Spanish and English and review related documents.

Skills

Spanish fluency

Customer service experience

Strong communication

Active listening

CRM proficiency

Microsoft Office

Team player

Flexibility with shifts

Education

High school diploma

Tools

CRM software

Job description

ZeroRisk is seeking a Merchant Support Analyst to assist merchants worldwide, providing bilingual Spanish-English support and technical guidance. You will document interactions in the CRM, resolve issues, and help maintain PCI DSS compliance for merchant payment processes.

The role emphasizes customer satisfaction, collaboration with cross-functional teams, and adherence to security standards while delivering high-quality service in a fast-paced environment.