WPC Merchant Issues L1 Support Analyst

The WPC Merchant Issues L1 Support Analyst plays a critical role in merchant performance and reliability by monitoring key metrics, identifying anomalies, and coordinating timely resolutions.

This position supports day-to-day merchant issue workflows, starting with anomaly detection, escalating when appropriate and ensuring consistent communication across internal teams.

Key Responsibilities

• Monitor internal dashboards and tools for system anomalies or metric drops
• Investigate anomalies by reviewing available data and cross-referencing key systems
• Coordinate with internal stakeholders to gather additional context and propose next steps
• Use predefined templates and guidance to communicate issues and drive resolution
• Maintain documentation of anomalies, findings, and outcomes in designated platforms

Technical Skills & Tools

• Strong proficiency with macOS is required — candidates must be comfortable navigating and working within a Mac-native environment
• Comfortable working with macOS native apps (e.g., Numbers, Safari)
• Ability to navigate multiple systems in a fast-paced environment
• Familiarity with data visualization tools like Tableau
• Basic understanding of CRM platforms

Associate

Full-time

Information Technology

Retail