At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a Card Payment Support Analyst to join one of our clients ' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you. This is a hybrid role that combines Business Analysis, Client Relationship Management, Service Delivery, and Production Support .
The successful candidate will manage client relationships, gather and document business requirements, support solution implementation, coordinate testing and releases, and provide post-go-live support.
The role
is based in Bogota, Colombia and is currently remote, with a possible transition to office-based work in the future.
Responsibilities:
- Act as the main point of contact for assigned clients.
- Build and maintain strong relationships with clients and key stakeholders.
- Gather, analyze, and document business requirements for change requests and enhancements.
- Support solution configuration, validation, and implementation activities.
- Coordinate delivery activities, testing, UAT, and release management.
- Work closely with Delivery, Technical, Support, and QA teams.
- Manage client requests, incidents, service requests, and operational escalations.
- Ensure client issues are resolved on time and in line with agreed SLAs.
- Provide regular updates and reports to clients and internal teams.
- Support clients during UAT and help ensure successful releases.
- Assist with test case reviews and release sign-off.
- Provide ongoing production support after go-live.
- Conduct root cause analysis and support problem management activities.
- Identify process improvement opportunities to improve service quality.
- Support knowledge transfer between project, change management, and support teams.
- Participate in client meetings related to deliverables, incidents, or support topics.
- Participate in a 24/7 operational support roster, including shifts, weekends, public holidays, and out-of-hours support when required.
- Minimum 3 years of experience in the card payments field.
- Experience in business analysis, client support, service delivery, or production support.
- Strong experience with business requirements gathering, documentation, and definition.
- Experience with system configuration and solution support.
- Good knowledge of payment systems and processes.
- Proficiency in SQL.
- Strong client-facing communication skills.
- Ability to facilitate remote and face-to-face client meetings.
- Strong written and verbal communication skills.
- Good documentation and analytical skills.
- Ability to manage client expectations and work with multiple internal teams.
- Ability to work in a fast-paced environment and manage changing priorities.
- Willingness to participate in a 24/7 support roster.
- Ability to work different shifts, initially aligned with Malta working hours and later with the client’s time zone.
- Must be able to work effectively in a remote setup, with the possibility of future office transition.
Nice to Have
- Degree or diploma in ICT, Business Analytics, Software Development, Computer Science, Business with IT, or a related field.
- Experience with user stories or use cases.
- Experience training or mentoring junior team members.
- Strong knowledge of the payments industry.
