Merchant Operations Analyst

Role Overview

• Investigate and identify customers on social media posts for PayJoy 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 PayJoy 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 PayJoy 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's experience team’s technical questions and resolving technical issues that they encounter while using a product or service.
• Troubleshoot technical issues: Technical Operations Analysts must be able to diagnose and troubleshoot technical problems that customer experience encounter with products or services.
• Provide technical guidance: Technical Operations Analysts must provide customer experience with guidance on how to use a product or service effectively and efficiently.
• Document and escalate issues: Technical Operations Analysts must document all issues that they encounter with the merchant console and escalate complex issues to higher-level support personnel.
• Conduct research: Technical Operations Analysts must conduct research to identify problems.
• Collaborate with other teams: Technical Operations Analysts must collaborate with other teams, such as collections, finance, sales and CX to identify issues and improvement opportunities.
• Test and evaluate products: Technical Operations Analysts must test and evaluate new products and services to ensure they are functioning properly and meet customer needs.
• This position will also require participation in an (off-hours/weekend) rotation
• Support Operations team with merchants administrative needs
• Work with other PayJoy Teams to ensure successful execution of regional projects
• Be adaptive as needed to support internal and external customer needs

Requirements

• Strong technical knowledge: Technical Operations Analysts must be familiar with the products, systems, and technologies they support.
• Excellent communication skills: Technical Operations Analysts must be able to communicate effectively with customers and colleagues, both verbally and in writing.
• Customer service orientation: Technical Operations Analysts should be focused on delivering excellent customer service and have the ability to empathize with customers and understand their needs.
• Team player: Technical Operations Analysts must be able to collaborate effectively with other members of the support team as well as with other departments
• Flexibility and adaptability: Technical Support Analysts should be able to adapt to changing customer needs and technologies, and be willing to learn new skills

Benefits

• 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