Technical Support Analyst

at  DEUNA

About DEUNA \uD83E\uDDE1
We are a rapidly growing startup that simplifies global payments and powers next generation commerce in a single platform. With our products we’ve consolidated hundreds of payment solutions in a single integration, harness an intuitive payment orchestration method and centralize payment reconciliation.
We are currently present all across LATAM and looking for exceptional talent to join our team and continue revolutionizing the world of payments! \uD83D\uDE80
Visit https://www.deuna.com/ to learn more about us!
We are seeking a proactive and customer-oriented Technical Support Analyst to join our team. This role will be responsible for gathering and tracking operational requirements and incidents, monitoring client health, and ensuring a high level of customer satisfaction. The ideal candidate will possess strong analytical skills and a desire to provide top-notch technical support. This role includes night shifts.

QUALIFICATIONS:

• Experience with JIRA and Zendesk is highly desirable.
• General knowledge of AWS.
• Familiarity with programming languages such as TypeScript, Java, and Go.
• Understanding of transaction processing with Payment Service Providers (PSPs) is a plus.
• Knowledge of Vtex, Magento, Shopify is a plus.

SKILLS:

• Strong analytical and problem-solving skills.
• Excellent communication skills, verbal and written.
• Ability to work independently and as part of a team.
• Strong attention to detail and organizational skills.
• Customer-centric mindset with a proactive approach to issue resolution.
• English: Intermediate level (reading and writing).
• Portuguese is desirable.
  Education & Experience: Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred. Previous experience in technical support or incident management is a plus.
  If you are passionate about technology and providing exceptional support to clients, we would love to hear from you!

• Collect and document operational requirements and incidents from clients.
• Monitor and assess client system health to proactively identify issues.
• Manage incident resolution processes, ensuring timely and effective communication with stakeholders.
• Collaborate with cross-functional teams to address client concerns and enhance service delivery.
• Utilize tools such as JIRA and Zendesk for tracking and managing support requests.
• Provide technical assistance and guidance to clients on system usage and best practices.