The Client Care Associate will be part of our award-winning customer support team responsible for supporting the business and technical needs of our growing merchant base. You will be assisting Cybersource merchants, acquirers, or payment facilitators. This position will be located in Bogota, Colombia.

Respond to incoming and partner requests quickly, proficiently and professionally while meeting specific key performance indicators
Answer merchant questions and resolve problems related to billing, account management, website integration, connectivity methods and other technical issues
Thoroughly and efficiently document cases in customer relationship manager system (Dynamics)
Update cases (Dynamics) with current status of all ongoing issues and merchant contacts
Collaborate with Team Leads, agent support, product support specialists and partner groups as needed to provide one-call resolution.
Serve as the primary technical point of contact for assigned clients, maintaining strong relationships, and ensuring client satisfaction.
Partner with Sales to build relationships with technical and business contacts across the account portfolio.
Conduct regular business performance review of live merchants and partners.
Proactively monitor client accounts, identifying any technical issues or challenges, and working closely with all stakeholders to resolve them in a timely manner.
Manage and troubleshoot escalated technical problems, interfacing with Product Development, Product Management and Operations teams.
Provide technical training and support to clients, helping them maximize the value of the company's payment solutions.
Educate clients on product features, functionalities, and potential integration opportunities.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.