Bilingual Technical Support Analyst

Role Overview

We are seeking a dedicated and bilingual Technical Support Analyst to join our Commercial Card Team. The primary function of this role is to provide exceptional support to Commercial Card Coordinators by responding to inquiries via email and phone. The successful candidate will be responsible for troubleshooting, investigating payment reconciliation issues, and liaising with various internal departments and external vendors to ensure timely resolution and mitigate risk. This is a fantastic opportunity to work in a dynamic, hybrid environment with significant potential for growth.

Key Responsibilities

• Act as the primary point of contact for Commercial Card Coordinators, responding to inquiries by email and phone while adhering to strict service level agreements (SLAs).
• Troubleshoot and investigate complex issues, including payment reconciliations, and report problems to vendors for resolution, ensuring clients are kept informed of progress.
• Manage daily, weekly, and monthly operational tasks such as purging and redirecting new replacement cards and meticulously tracking all client interactions.
• Collaborate with internal teams including Fraud, Chargeback, Accounting, and the Contact Center to resolve customer issues effectively.
• Utilize strong data analysis skills in Microsoft Excel to retrieve ad-hoc reports and analyze information as required.

Required Skills & Qualifications

• Minimum of 3 years of experience in a customer service-oriented role.
• Demonstrated experience with the TSYS platform.
• Full professional proficiency (spoken and written) in both English and Spanish.
• Strong proficiency in Microsoft Excel, including data analysis and reporting functions.
• Excellent analytical, problem-solving, and time management skills with a high degree of attention to detail.

Nice-to-Have Qualifications

• Previous experience with Commercial Cards.
• Prior experience working in a Contact Center environment.
• A college or university degree is preferred.