Payment Support Analyst
StraiveChennai, Republic Of India, IN1 day ago
Job descriptionFluent in Mandarin and English (both written and spoken). Experience in e-commerce operations, seller support, customer support. Strong problem-solving and analytical skills with attention to detail. Excellent written communication and time management abilities. Ability to work under pressure and manage high ticket volumes. Monitor and respond to escalations within defined SLAs, ensuring high-quality support and resolution. Investigate fraud-related escalations, analyzing transaction patterns and verifying customer claims. Coordinate with internal fraud teams to determine outcomes and prevent future occurrences. Flag suspicious activity for further investigation and maintain detailed records of findings. Assist customers experiencing payment failures by identifying root causes (e.G., card declines, network issues). Collaborate with internal teams (Payments, Treasury, Engineering) to resolve technical issues and improve success rates. Provide proactive solutions to reduce recurring payment-related problems. Serve as a liaison between customers and internal teams, ensuring clear, empathetic, and timely communication throughout the resolution process. Provide updates to internal stakeholders on high-priority cases or trends.
Key Responsibilities :
- Handle and resolve large volumes of seller support tickets related to Ecom payout settlement issues and ATO identification.
- Communicate effectively with sellers in both Mandarin and English to investigate and resolve cases.
- Maintain detailed case records and ensure compliance with internal service standards and policies.
- Provide insights and feedback to improve seller experience and process efficiency.
Requirements :
Manage and resolve customer escalations related to fraud detection, payment issues, and transaction failures.
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Support Analyst • Chennai, Republic Of India, IN
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