Customer Support Analyst

The

Purpose:

The Customer Support Analyst plays a vital role in providing exceptional technical and functional support to our clients, ensuring a seamless and positive experience with our payment services.

• 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

• 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

• 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 (LPM's)
• 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

• 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)

• Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation, so you can strike the balance between office and home working. In addition to our 30-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year
• Learning and Development - We offer a €1,000 annual budget to support your professional growth—because investing in your development benefits us all. In addition, we provide leadership cafés, on‑the‑job training, and other opportunities to help you grow your skills and thrive in your role
• Insurance - Because better safe than sorry – we want our employees to benefit from various insurances including accident insurance, disability insurance, direct insurance (bAV) and travel insurance
• Enhance Family Leave - We understand the importance of family – that's why we offer enhanced family leave to support you during key life moments
• Gym membership - PPRO helps contribute toward the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet
• Mental Health Platform - We’ve teamed up with a top well‑being platform to provide one‑on‑one therapy, chat therapy, therapist‑led courses, guided meditations, and more
• Our office - Located on St.
  
  -Martin-Straße, one stop from Ostbahnhof on the 3 and 7 S-lines. The office is situated in a modern and spacious building with fully multimedia‑equipped meeting rooms for up to 30 people. The 4th floor features a kitchen and a lunch area, providing a comfortable space for meals and breaks
• Pet-friendly office - Because work is better with your paw‑tners by your side