*This is a fully on site position in Guadalajara, Jalisco*
*Advanced English required*
We are seeking a highly analytical and service-oriented Ticket System Analyst with experience in business-to-business (B2B) environments and credit card payment processing. This role is responsible for managing and resolving support tickets
RESPONSIBILITIES:
Monitor, triage, and manage incoming support tickets from B2B clients Credit Card payment processing, investigate and resolve issues related to credit card transactions, including payment failures, chargebacks, gateway errors, and reconciliation discrepancies.
Collaborate with internal teams to ensure timely and accurate resolution of client issues.
Provide technical support and guidance on payment system integrations, transaction flows, and security protocols.
Maintain detailed and accurate documentation of ticket activity, resolutions, and client communications.
Identify trends in recurring issues and recommend process or system improvements.
Track and report on ticket metrics, resolution times, and client satisfaction.
Assist in onboarding new B2B clients, including training in ticketing and payment processes.
Experience receiving and making calls from clients related to problem-solving topics in a daily basis
QUALIFICATIONS:
2+ years of experience in a ticketing system analyst or technical support role, preferably in a B2B environment.
Hands-on experience with credit card payment processing systems Strong problem-solving and analytical skills, especially in transactional and system-level troubleshooting. Familiarity with ticketing platforms.
Excellent communication skills, both written and verbal, bilingual
Ability to manage multiple priorities and work effectively under pressure.
Knowledge of secure payment practices. Experience with dynamics system is a plus