Merchant Support Analyst Bilingual-Spanish

About the company

ZeroRisk specializes in providing comprehensive cybersecurity solutions designed to help businesses achieve and maintain Payment Card Industry Data Security Standard (PCI DSS) compliance. With a deep understanding of industry security requirements and best practices, we empower organizations to secure their payment card transactions and protect sensitive customer data from cyber threats.

About the role

As a Merchant Support Analyst at ZeroRisk, you will play a crucial role in supporting our client’s merchants by providing technical expertise, operational assistance, and strategic guidance. You will be responsible for reducing risk within merchant payment processes, resolving merchant inquiries and issues promptly, and optimizing merchant satisfaction. The ideal candidate will possess excellent analytical skills, a strong commitment to delivering exceptional service, and a desire to contribute to the growth and success of our thriving company.

What you'll do

• Handle inbound and outbound customer calls in a professional and courteous manner in both Spanish and English.

• Collaborate effectively with team members and other departments to resolve customer issues and escalate complex cases as necessary.

• Ensure adherence to industry best practices, payment card industry (PCI) standards, and security protocols in all merchant interactions and processes.

• Accurately document details of customer interactions, including inquiries, issues raised, actions taken, and resolutions provided, in the company's CRM system or ticketing software.

• Meet or exceed performance metrics and key performance indicators (KPIs) such as call quality, average handling time, first call resolution, and customer satisfaction ratings.

• Participate in regular quality assurance evaluations and coaching sessions to improve performance and customer service skills.

• Action additional call backs that require assistance in the supported language that reached a non-Spanish speaking agent.

• Occasionally assist in translating between customers and other departments that may not have a Spanish speaking agent on duty.

• Deliver customer service and assistance to customers writing in via email or chat in Spanish and English.

• Review and/or help translate other documents and product interfaces presented in the Spanish language.

What we're seeking

Must have

• Fluent in Spanish (written and verbal).

• High school diploma or equivalent; additional education or certifications are preferred.

• Proven customer service experience in a call center or similar environment.

• Strong verbal and written communication skills can effectively communicate technical information to non-technical customers.

• Excellent listening skills and ability to empathize with customers while maintaining a calm and professional demeanor.

• Proficiency in using CRM systems, call center software, and other tools to manage customer interactions and data.

• Previous experience working with Microsoft tools and Google Doc in a professional setting is preferred. This could include experience with Microsoft Office Suite (Word, Excel, PowerPoint), Microsoft Teams, SharePoint, Outlook, etc.

• Ability to work independently and as part of a team in a fast-paced environment.

• Flexibility to work various shifts, including mornings, evenings and holidays as required by business needs.

Benefits of working with ZeroRisk

• Career Growth: We offer opportunities for career and salary advancement as you contribute to our rapidly growing company.

• Learning & Development: Access ongoing training and coaching to enhance your skills and stay current in the highly lucrative payments and cybersecurity industries.

• Collaborative Environment: Work in a supportive, team-oriented atmosphere that values knowledge sharing and collaboration.

• Competitive Compensation: Enjoy competitive compensation plans.

• Work-Life Balance: We provide flexible shift options, including mornings, evenings, and holidays to suit your schedule.

• Impactful Work: Play a vital role in protecting businesses from cyber threats and helping them achieve compliance.

Health Benefits

At ZeroRisk, we value the well-being of our employees. That’s why we offer comprehensive health, dental, and vision insurance benefits, available to all full-time employees after 30 days of employment. Our health plans are designed to support you and your family, ensuring you have access to the care you need to stay healthy and thrive.