Job description
Summary
The Pismo platform provides critical services to our clients, running billions of transactions every year in different regions. Providing excellent services to our clients is a key value at Pismo, which requires experienced professionals to support our clients when needed.
This role plays a critical role in supporting our clients during live operations, focusing on financial flows originating on networks such as Visa, Mastercard, and others. This position requires a proactive approach, excellent problem-solving skills, and a deep understanding of messaging protocols and transaction clearing concepts and rules.
What you’ll do
- Analyze and resolve tickets related to transaction issues, including missing or unrecognized transactions.
- Serve as the primary point of contact for all issues related to network transactions, ensuring high levels of client support and satisfaction.
- Investigate discrepancies on our platform, making decisions such as approving, denying or replacing incorrect transactions.
- Work proactively to identify patterns and potential issues, bringing recommendations to the product and engineering teams to help improve the product over the long term.
Minimum Qualifications
Language Skills:
- English Intermediate-to-Advanced (B2)
Technical Skills:
- Bachelor’s degree in Information Technology, Computer Science, Administration, or related field.
- Proven experience in transaction processing and understanding of technical instruction documents, especially within Visa and Mastercard networks.
- Knowledge on transactions settlement and clearing.
- Strong analytical and problem-solving skills, with the ability to make quick, informed decisions.
- Experience working with transaction databases and familiarity with SQL or similar querying languages.
- Proficiency on interpreting behaviors and fetching results from different technical systems.
Desirable Qualifications
- Spanish is a plus, but not required
- Familiarity with international standards ISO 8583, EMV, and APIs
- Experience using AWS tools.
- Experience using tools like Postman or Insomnia.
- Experience in managing client support on a global scale, dealing with diverse cultural and regional considerations
- Ability to convey technical information to non-technical users clearly.
- Previous experience in a technical support role or IT-related field.
- Understanding of cloud computing and relevant technologies.
Core Benefits
- Remote work
- Flexible hours
- Meal & Food vouchers
- Remote work financial support
- Life Insurance
- Medical and Dental
- Assistance Employee child care benefit: daycare
- Private Pension (2x1)
- Vidalink partnership
- Support for studying languages
- Incentive for AWS and GCP certifications
- Sesc Partnership
- Performance Incentive Plan
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Pismo is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Pismo does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Pismo also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
