Bilingual Merchant Support Analyst – Spanish

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

Benefits offered by this job

Career growth

Training & development

Collaborative environment

Competitive compensation

Flexible shifts

Impactful work

Health benefits

Job summary

ZeroRisk.io is seeking a Merchant Support Analyst in Alpharetta, GA to provide bilingual (Spanish/English) technical and operational support to merchants, reduce risk, and enhance satisfaction. You will document interactions in CRM, resolve inquiries, and ensure PCI standards are followed.

The role emphasizes customer service excellence, collaboration, and the ability to handle complex issues with a strategic focus on growth and security in a fast-paced environment.

Qualifications

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

Responsibilities

• Handle inbound and outbound customer calls in both Spanish and English.
• Collaborate effectively with team members and other departments to resolve customer issues.
• Ensure adherence to PCI standards and security protocols in all merchant interactions.
• Document details of customer interactions in the company's CRM or ticketing system.
• Meet or exceed KPIs such as call quality, handling time, first call resolution, and CSAT.
• Participate in regular quality assurance evaluations and coaching sessions.
• Action additional callbacks that require assistance in supported language until resolved.
• Occasionally translate between customers and other departments lacking Spanish-speaking agents.
• Deliver customer service via email or chat in Spanish and English.
• Review and translate other documents and product interfaces presented in Spanish.

Skills

Spanish (Fluent)

Customer service

Excellent communication

Active listening

Empathy

Teamwork

Independent work

Flexibility

Education

High school diploma

Certifications (preferred)

Tools

CRM systems

Microsoft Office

Google Docs

Ticketing software

Job description

ZeroRisk.io is seeking a Merchant Support Analyst in Alpharetta, GA to provide bilingual (Spanish/English) technical and operational support to merchants, reduce risk, and enhance satisfaction. You will document interactions in CRM, resolve inquiries, and ensure PCI standards are followed.

The role emphasizes customer service excellence, collaboration, and the ability to handle complex issues with a strategic focus on growth and security in a fast-paced environment.