Merchant Support Analyst, SPX Express

Key Responsibilities:

• - Handle merchant inquiries, issues, and escalations across support channels
• - Diagnose and resolve operational, technical, and account-related concerns
• - Maintain SLAs and ensure timely issue resolution
• - Document issues and resolutions to build internal knowledge bases
• - Identify recurring issues and recommend process or product improvements
• - Collaborate with internal teams (operations, product, tech) to resolve complex cases
• - Monitor support performance metrics and suggest improvements
• - Assist in training and onboarding of new support team members
• - Contribute to improving support workflows and tools

Qualifications:

• - Bachelor's degree in Business, Industrial Engineering, or related field
• - 1-3 years of experience in customer/merchant support or operations
• - Strong problem-solving and troubleshooting skills
• - Excellent communication and interpersonal skills
• - Ability to handle multiple issues in a fast-paced environment
• - Familiarity with ticketing systems and support tools
• - Experience in e-commerce or platform-based businesses is a plus