Payments Acquiring Support Analyst (Cards)

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a Payments Acquiring 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.

• The Payments Acquiring Support Analyst (Cards) is responsible for supporting end-to-end card payment operations across acquiring, issuing, and transaction processing environments. The role ensures the smooth delivery of client initiatives, incident resolution, and controlled implementation of changes through structured release and change management processes.

  This role combines client-facing support, technical configuration, and payments operations expertise, ensuring high-quality service delivery, regulatory compliance, and adherence to SLAs for card payment processing systems.

  The analyst will act as a key point of contact for assigned clients, particularly in relation to merchant acquiring and card payment operations, ensuring issues are resolved efficiently and client expectations are consistently met.

• Additionally, the Business Support Analyst – Client Focus may serve as the primary contact point for specific clients, taking the lead in:

 managing the client relationship and expectations

 oversee raised requests

 facilitating technical discussions,

 prioritising issues and requests,

 and compiling statistics related to counts and statuses.

• In this capacity, the analyst ensures that clients receive the highest quality of service with minimal escalations, acting as a trusted liaison between the client and the wider teams.

• All tasks and responsibilities are to be executed in a timely, efficient, and cost-effective manner, with a strong focus on meeting client expectations and contractual obligations.

Duties & Responsibilities

● Building and maintaining relationships with clients and their key personnel

● Act as the central point of contact for assigned clients in relation to client raised requests

● Attending client meetings related to deliverables or incidents.

● Manage clients’ requests in a timely and cost-effective manner, adhering to client SLAs.

● Take ownership of the overall progress and resolution of an assigned portfolio of support issues.

● Involved with the delivery teams in relation to requirements gathering of change requests

● Serve as a functional reference point and mentor for team members.

● Facilitate successful knowledge transfer from Change Management and Project teams to support teams during requirements analysis and handover.

● Provide product setup and configuration for deliverables or to resolve live production issues.

● Configure software systems according to documented requirements relevant to support fixes, seeking guidance only when necessary.

● Assist in signing off test results and ensure the release process is triggered in a timely manner.

● Provide ongoing production support to clients, ensuring timely and effective resolution of incidents and problems.

● Participate in on-site support or training as requested by clients.

● Participate in the review of the detailed test cases with QA team to ensure it meets client requirements and represent end-users in the UAT phase

● Supports end clients during UAT, ensuring timely progress so to achieve the agreed release date

● Participate in out of office hours support as necessary, in line with applicable SLAs.

● Drive problem management efforts within the support remit, conducting root cause analysis and implementing preventative measures.

● Maintain proactive communication with clients, providing regular updates on raised requests.

● Identify opportunities for process improvements and contribute to initiatives to enhance efficiency and service quality.

● Perform any other related duties as assigned by the support team leader and/or delivery team leader.

• Provide support for merchant acquiring services including:

Payment gateways and transaction routing

POS terminal and merchant integration issues