Product Support Analyst

$42,500 - $56,500/Yr

Central Payments - Sioux Falls, SD

Full-time - Entry Level

Sioux Falls, SD

Administrative and Support Services

About the position

The Production Support Analyst at Central Payments plays a crucial role in optimizing platform operations and delivering exceptional support. This position involves collaborating with senior team members to enhance platform performance, manage service levels, and support partner onboarding and ongoing maintenance. The analyst will utilize cutting-edge tools and contribute to process improvements, ensuring that operations align with strategic objectives.

Responsibilities

• Use Zendesk to triage and manage incoming support tickets, documenting essential details and setting priorities in line with service standards.
• Support Cloud Card Operations, ensuring SLA standards are met by providing timely, high-quality responses and resolutions.
• Handle daily functional tasks across payments programs, addressing operational challenges and ensuring workflow continuity.
• Identify and recommend updates to processes and documentation that will boost efficiency and platform performance.
• Assist with onboarding new partners on CMS (Remit*CP), ensuring smooth integration and contributing to implementation projects.
• Engage in program setup, validation testing, and QA activities for new projects to uphold our commitment to quality.
• Serve as a secondary contact for financial partners, assisting with escalations and complex problem-solving.
• Stay current on platform updates, industry best practices, and regulatory requirements by participating in ongoing training sessions.

Requirements

• Bachelor's degree in Business Administration, Finance, Management, or related field, or equivalent experience.
• 1-3 years of experience in platform support, operations, or a similar role.
• Familiarity with prepaid products, operations program lifecycles, and call center experience.
• Proactive approach to identifying and resolving issues, with a focus on continuous improvement.
• Experience with platform operations, including API integrations, data management, and system architecture.
• Strong verbal and written skills to communicate technical information to non-technical audiences effectively.
• Collaborative mindset, with the ability to build effective relationships with cross-functional teams and external partners.
• Skilled at juggling multiple projects, prioritizing tasks, and adhering to deadlines in a dynamic environment.