Technical Payment Analyst

Description du poste:

At (COMPANY NAME), we're passionate about simplifying the way people pay and get paid online. We're a licensed payment institution and our B2B products available across Europe, North America and Australia attract global merchants in segments such as e­-commerce, telecom, travel, financial services and gaming. In June 2018, private equity firm Nordic Capital acquired a majority stake in (COMPANY NAME) with ambitions to support us in becoming the leading global online banking payments provider.

We are a diverse and fast-growing team with our headquarters in Stockholm, Sweden, and 9 additional offices across Europe and North America. Together we are leading the development of the payments industry and the work you'll do here will make a great impact.

About Support at (COMPANY NAME):
The Support team provides support to (COMPANY NAME)'s merchants, making sure all of their questions are answered and problems are solved in a fast, accurate and friendly manner. The team works closely with the Product team to ensure (COMPANY NAME)'s payment service reflects its customers' needs. After all, a Product team that embraces feedback produces innovative products that blow customers away.

About the role:
As a Payments specialist, you will investigate and resolve customers' technical payment issues that occur within the payments platform and also provide effective, efficient and knowledgeable service and solutions to our teammates and customers. In addition to a technical background, excellent communication skills and attention to detail, you'll need an understanding of and experience within payments processes so you can deliver information both to technical and non-technical personnel as well as (COMPANY NAME)'s Finance, Compliance and Risk teams.

What you'll do:

* You will be a part of the team which is the main contact for (COMPANY NAME) merchants and handle their inquiries, mostly via email.
* Analyze and escalate reported issues internally to relevant departments.
* Perform investigation of payment issues and create ad-hoc reports when needed.
* Prioritize your work Proactively follow-up merchants' queries.
* Communicate internally and assist other departments with their queries, closely cooperate with Consumer Support, Account management, AML, Finance or Banking Relations.
* Communicate with banks (COMPANY NAME) is cooperating with.
* Ensure all tasks are performed in line with the current procedures and SLA.
* Maintain, review and improve internal procedures and processes.
* Contribute to team effort by meeting team and company KPI's.
* Constantly update yourself about industry trends, internal policies and procedures.

Who you are:

* You preferably have an experience within the gaming industry, payment provider or a bank.
* You have a good knowledge and understanding of online payments.
* You have experience working with payment methods, for example credit cards, PayPal, Skrill, SEPA and SWIFT bank transfers would be considered a great asset.
* You have excellent analytical, problem-solving and decision-making skills.
* You have a can-do attitude and a proactive mindset.
* You are organized and detail oriented.
* You have working experience in SQL, Web services (API) and log file analysis.
* You work well within the team as well as individually.
* You are fluent in English verbally and in writing