• Represents the Operation team, working back-office and serving as primary contact for inbound internal customer issues. For more technical product-related issues, escalates to proper Product Support department. • Processes a high volume of internal customers inquiries of Worldpay products and services and resolves a targeted percentage of those inquiries. • When identifying issues in the system / platforms, creates tickets to the proper department or vendor and follows them up until the resolution. Tracks and reports the evolution of all tickets, on weekly basis. • Troubleshoots internal customers problems, identifies the root cause of the problem, and uses tools and resources appropriately to determine how to resolve problems. • When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge. • Tracks and documents inbound support requests and ensures proper notation of customer problems or issues. • Uploads client’s information in the system and ensures accurate entry of customers information. Updates client’s information in the system according to the commercial team’s requests. • Meets standards of job, such as quality standards, adherence to schedule and average handle time. GENERAL KNOWLEDGE, SKILLS & ABILITIES Advanced level of verbal and written communication skills in English. Excellent analytical skills. Detail oriented. Computer navigation and operation skills. Demonstrates effective people skills and sensitivities when dealing with others. Ability to work both independently and in a team environment. Knowledge in Data visualization and data management skills is a plus. Very good time management and organization / prioritization skills. EDUCATION REQUIREMENTS Experienced (relevant combo of work and education) #J-18808-Ljbffr