Customer Support Analyst

Roman Health Pharmacy LLC; Virginia (MN); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health Allowance

Gym Allowance

Mental health support

Job summary

Roman Health Pharmacy LLC seeks a Customer Support Analyst to enhance client relations by resolving technical issues and onboarding merchants for payment services. This position emphasizes a customer-centric approach and requires proficiency in Mandarin to support diverse clients.

The ideal candidate will have 2-3 years of experience in customer support within the payments or fintech sectors, and must demonstrate strong problem-solving and communication skills.

Benefits include health and gym allowances, along with mental health support.

Qualifications

• 2-3 years of experience in customer support, preferably in payments or fintech.
• Strong understanding of payment processing concepts including local payment methods.
• Exceptional written and verbal communication skills in English.

Responsibilities

• Configure and onboard merchants for various payment methods.
• Troubleshoot client issues and report errors via Jira.
• Advise clients on billing and reconciliation issues.

Skills

Customer-centric approach

Problem-solving skills

Analytical skills

Technical troubleshooting

Proficiency in Mandarin

Education

Bachelor's degree in a related field

Tools

Zendesk

Freshdesk

Job description

At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate their growth.

Our strength lies in our diverse global team with 50+ nationalities and 10+ international locations- all united around one goal – to deliver the best possible products and services to our partners and customers. While our company mission is to keep innovating global commerce, our internal mission is to #chooseaction, #beopen, #thinkcustomer, #gofurther and #wintogether.

We are looking for a high-caliber Customer Support Analyst to support our mission of 3x growth by 2028. As a Customer Support Analyst, you will be the vital link between our cutting-edge payment services and our most valued clients. We are hunting for a proactive tech-support professional with a track record of mastering complex functional challenges. If you are passionate about world‑class service and making big impact on a global scale—let’s talk.

What you’ll be doing:

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.

What you’ll need to have:

• 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.
• Proficiency in Mandarin (spoken and written) is required, as the role involves communication with Mandarin‑speaking partners and clients

What we’d love to see:

• 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).

What you can expect from us:

• A passion for challenging the status quo and driving positive change: We appreciate individuals who proactively seek better ways of doing things
• Health Allowance
• Gym AllowanceAll statutory insurances
• Access to mental health support with Plumm Health