VIP Support Analyst

Viva.com, the 1st Tech Bank in Europe for Businesses, revolutionises omnichannel payments acceptance, offers card issuing, loans and deposit accounts. Viva.com is the first to pioneer and holds the top position in the Tap on Any Device technology, enabling payments acceptance on any device or even without a device. Today Viva.com is leading the transition to All-in-One business solutions, powered by its full suite of financial services.
To that end, reflecting its holistic approach to business needs, Viva.com has built a dynamic ecosystem featuring over 450 tech partner-innovators in the software and hardware space. Connecting directly to all local payment schemes, alternative payment methods and payment systems across the continent, further strengthens Viva.com’s value proposition. 
Viva.com envisions to provide businesses a value-driven platform to accelerate the adoption of the latest technology.  

The Role
As a VIP Support Analyst at Viva.com, you will play a crucial role in providing exceptional technical support to our high-value e-commerce customers. Your expertise extends to onboarding new customers to our platform and continuously gathering feedback to identify new requirements, ensure seamless integration with our services, and build lasting partnerships. By diagnosing issues, offering tailored solutions, and contributing to our knowledge base through root cause analysis, you'll help elevate our customer service standards and achieve strategic goals. 

Responsibilities

• Be a Viva "ambassador": act as point of contact for any technical e-commerce related issue of our High value customers;
• Offer the most suitable solution to customers' issues and become their trusted partner;
• Help customers integrate with our various supported plug-ins and payment tools troubleshot customers' integrations and help resolve any technical issues they might face;
• Diagnose and resolve problems using documented AI-driven tools, procedures and checklist;
• Be challenged to achieve predefined qualitative and quantitative targets; 
• Participate in training sessions to go through our products/services to a selected group of stakeholders from customers’ side;
• Co-operate with internal teams to investigate cases and get to the best solution for customers;
• Conduct root cause analyses for incidents and non-standard operations to enhance the knowledge base for future reference. 

At Viva.com, we believe in amplifying human potential through AI. When you join us, you're stepping into a future-forward environment where technology empowers every role, driving smarter, more efficient. .

To be considered you should have:

• You are a proficient user (oral and written) of English;
• You have worked for at least 1 - year as a 2nd level Technical Support Agent/ IT support, preferably in the Banking/IT/Telecommunications industry;
• Strong interest in emerging AI trends and the ability to translate them into practical solutions that boost productivity, collaboration, and innovation;
• A degree in Computer Science related fields will be considered as a plus; 
• You are extra confident with technology and familiar with CRM systems, software and hardware, social media; 
• You are customer centric, customer centric, customer centric - no it's not a typo;
• You love solving problems and resolving conflicts in a cool and constructive way;

💸 Competitive compensation package;

Annual bonus based on your performance and targets’ achievement;

🏥Private health insurance for you and your family;

💻Top of the Line tools and equipment;

🏃🏽‍♂️Employee Wellness Program like Daily group sessions led by professional coaches;  

📚Career development and regular feedback to develop your skills.