Monitoring & Support Associate
dLocal
Panama City, Panama
hace 4 días

Why you should join dLocal You will be a part of an amazing global team who makes it all happen, in a flexible, remote-first dynamic culture with travel, health, and learning benefits, among others.

Being a part of dLocal means working with 600+ teammates from 25+ different nationalities and developing an international career that impacts millions of people’s daily lives.

We are builders, we never run from a challenge, we take smart risks and own them, and if this sounds like you, we know you will love being a part of our team!Want to know more about what we do?

In a nutshell, dLocal enables the biggest companies in the world to collect payments in 37 countries in emerging markets.

Global brands such as Amazon and Microsoft rely on us to increase conversion rates and simplify payment expansion effortlessly.

As both a payments processor and a merchant of record where we operate, we make it simple and risk-free for our merchants to make inroads into the world’s fastest-growing, emerging markets.

An exciting challenge, right? Keep reading to learn more! What’s the opportunity? We are looking for a Monitoring & Support Associate based in Colombia or Mexico to join our Customer Success team, who will be the main responsible and point of contact for achieving the SLAs and handling any alarms, outages, or issues during their coverage hours.

What will I be doing?

  • Generate reports and be able to monitor important industry metrics.
  • Monitor and identify anomalies or patterns at an early stage in order to prevent them from escalating.
  • Whenever necessary : involve, escalate and communicate with other teams through the correct channels in a timely and clear manner.
  • Perform the troubleshooting and make the necessary adjustments to ensure operations are not affected.
  • Innovate and be able to find new ways of optimizing processes internally in order to improve our customer experience.
  • Prioritize and respond to urgent tasks.
  • Maintain up-to-date knowledge of technical processes, functions, and requirements.
  • Manage tickets, questions, and issues reported by customers.
  • Follow up issues internally in order to assure that SLAs are fulfilled.
  • What skills do I need?

  • Bachelor's degree or student.
  • Availability to work during weekends.
  • Experience working in the payments or tech industry is a plus.
  • Strengths : proactive, independent, critical thinking, issue prevention attitude anticipating potential incidents, great energy, decision making.
  • Knowledge of analytical tools is a plus : Excel, SQL, Databases, Kibana, etc.
  • Advanced / Fluent English.
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