Product Support Analyst

Teamified Introduction: 

Teamified works with top enterprises and digital native businesses in Australia helping them build their remote teams in India, Philippines and Sri Lanka. We pride ourselves with hiring great teams to work on exciting game changing technology. Teamified currently has 200+ engineers, testers, product managers etc. working across 20+ partners. We focus on uplifting the way organisations build and manage their remote teams through great working relationships, trust, integrity, culture and hiring processes. Additional to this we are building our own technology product offerings. We strive to deliver the best outcomes for our customers, our partners and our people.

About our Client:

Our client is a leading full-service payments and technology provider, driven by in-house research and development, product innovation and enhanced data security. Their purpose is to help streamline their clients’ cash management and reporting processes with their suite of solutions that are designed to deliver significant time and cost savings. With over 20 years industry experience, our client leads the way in providing secure payments and technology solutions tailored for hospitality, gaming, retail and financial industries. Their products are world class yet developed with a localised lens and expertise, ensuring they are relevant for their respective jurisdictions. Trusted by over 4,500 businesses, our commitment to compliance, integrity, and support for our clients is unwavering. With their accessible 24/7 local support team, you’ll always speak with real humans who understand your needs and provide timely assistance. Plus, their dedicated Business Development Managers provide personalised support at every stage, ensuring peace of mind as you use their secure and purpose-built solutions.

Short Description:

As the Product Support Analyst, you will provide day to day support to the card issuing activities and associated payment and loyalty services, working with internal and external partners to ensure a stable platform for delivery of the company's card programs.

Key Responsibilities:

• Develop and maintain product support processes and relevant documentation
• Develop processes, templates and support internal and external periodic reporting (sponsor, compliance, operational, venue)
• Support third party service delivery of card issuing, card production, payment and switching services
• Support day to day operations for NPP, DE, BPAY and Embossing services
• Support engagement with payment providers with regards to card design and profile management
• Engage loyalty and kiosk providers as it relates to product delivery activities and day to day product support
• Support cardholder disputes relating to payment (NPP, BPAY, DE, EFTPOS) or loyalty services
• Proactive analysis of transactional data to detect fraudulent or money laundering transactions at the earliest opportunity
• Support resolution of cardholder complaints received directly from cardholders or via the Australian Financial Complaints authority (AFCA)
• Support loyalty operations for retail partners with respect to the card management system
• Report production defects and support resolution of fixes to payment systems
• First point of contact for Venues looking for product and operational support
• First point of contact for cardholders contacting the company directly via email, or second level support to cardholders who have engaged the help desk

Requirements

• Can work on a hybrid setup here in our office (Quezon Avenue Corner Scout Reyes Diliman QC)
• Relevant work experience within the payments and card issuing domain
• Relevant experience with helpdesk, customer or technical support
• Knowledge or experience with EFTPOS or EFT Loyalty Cards is an advantage
• Previous experience with Card Management Platforms is an advantage
• Self-driven and highly resourceful. Ability to work autonomously
• High level of attention to detail
• Good communicator and stakeholder management skills

Benefits

• Flexibility in work hours and location, with a focus on managing energy rather than time.
• Access to online learning platforms and a budget for professional development
• A collaborative, no-silos environment, encouraging learning and growth across teams
• A dynamic social culture with team lunches, social events, and opportunities for creative input
• Health insurance
• Leave Benefits
• 13th Month

If you possess the required skills and are eager to contribute to our team's success, we encourage you to apply for this exciting opportunity. Apply now!