L1 Support Analyst

About the role

We are seeking a detail-oriented and proactive L1 Support Analyst to support partner and merchant operations. The ideal candidate will have strong analytical skills, excellent communication abilities, and hands-on experience working in a macOS environment. This role involves reviewing applications, investigating issues across systems, and coordinating with internal and external stakeholders to ensure timely resolution.

Responsibilities

• Review partner and merchant applications based on predefined criteria and guidelines
• Investigate issues by analyzing available data and cross-referencing multiple internal systems
• Collaborate with internal teams and B2B partners to gather additional context and determine next steps
• Communicate findings and issues using predefined templates and standard processes
• Document reviews, investigations, and outcomes accurately in designated platforms
• Manage multiple reviews simultaneously while maintaining quality and attention to detail

Skills

• Strong proficiency with macOS (mandatory)
• Comfortable using macOS native applications such as Numbers and Safari
• Ability to navigate and work across multiple systems in a fast-paced environment
• Familiarity with Tableau or similar data visualization tools
• Basic understanding of CRM platforms
• Fluent in English (written and verbal) with strong attention to detail
• Clear, outcome-driven communicator capable of simplifying technical concepts
• Ability to follow standardized templates and response processes effectively
• Strong collaboration skills with experience working across technical and business teams
• Prior experience supporting B2B partners is a strong plus