Merchant Operations Analyst

This role

As a merchant operations analyst, your role will ensure Pay Joy assets are maintained and accounted for, reducing financial loss for Pay Joy ZA. Your role will be vital in assisting with live and post‑sale technical issues as well as operational administrative tasks, identifying and collecting information needed for system/process improvements. The perfect candidate should be comfortable communicating with people across the organization and focused on improving the customer and clerk experience, solving problems, improvising as needed, and executing and managing time for various tasks.

• Investigate and identify customers on social media posts for Pay Joy app removal
• Maintain communication to collections team of customers that have removed the app
• Device repairs – manage and maintain direct contact with repair centers for Pay Joy devices
• Support TSA with evidence on issues reported by customers and customer experience on devices
• Test special projects implementation and document all issues found
• Assist with special project rollouts
• Technical training for other departments and customer experience
• Responsible for in‑store device collections for canceled customers
• Maintain clerk registration links for new store rollouts
• Bridge between Pay Joy and external CX team
• Inventory management – maintain tablet rollout, inventory and up‑to‑date store tablet allocations
• Inventory management in office – customer cancellations
• Maintain APN SIM card activations, inventory and accurate store SIM allocations
• Kiosk support – direct support for promoters for the first 30 days of a new kiosk location
• Respond to CX inquiries:
  Technical Operations Analysts are responsible for answering the customer experience team’s technical questions and resolving technical issues that they encounter while using a product or service
• Troubleshoot technical issues – diagnose and troubleshoot problems encountered with products or services
• Provide technical guidance – help the customer experience team use a product or service effectively and efficiently
• Document and escalates issues – record all issues encountered and raise complex issues to higher‑level support personnel
• Conduct research – identify problems by research
• Collaborate with other teams – work with collections, finance, sales and CX to identify issues and improvement opportunities
• Test and evaluate products – verify new products and services function properly and meet customer needs
• Participation in off‑hours/weekend rotation
• Support Operations team with merchants administrative needs
• Work with other Pay Joy teams to ensure successful execution of regional projects
• Be adaptive as needed to support internal and external customer needs

• Strong technical knowledge – familiar with the products, systems, and technologies supported
• Excellent communication skills – communicate effectively with customers and colleagues, verbally and in writing
• Customer service orientation – deliver excellent customer service and empathize with customers’ needs
• Team player – collaborate effectively with support team members and across departments
• Flexibility and adaptability – adapt to changing customer needs and technologies, willing to learn new skills

• 100% Company Funded:
  Private Health Insurance for employee and immediate family
• Pension Fund
• Company‑funded employee life and disability insurance
• 20 days vacation, unlimited sick leave
• $2,000 USD annual co‑working travel perk
• $2,000 USD annual professional development perk
• Phone finance, headphone benefit, home office equipment allowance and wellness perks
• Catered lunch

Pay Joy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.