Payment Support Analyst

Immunotec is a privately held company whose mission is to offer, through a sales network, high quality nutritional and wellness products supported by scientific research that improve quality of life and performance. The Payments Processing Support role, must ensure the seamless execution and monitoring of payment transactions across various systems and provide technical and operational support to internal teams, particularly our customer service and QA teams. The role will play a critical role in identifying, troubleshooting, and resolving payment-related issues while helping to uphold service level agreements (SLAs) and quality standards. ROLE AND RESPONSIBILITIES Monitor and support daily payment processing activities (ACH, APM, card, and digital wallets) across multiple countries and currencies. Investigate and resolve payment transaction failures, delays, or discrepancies in a timely manner. Serve as the primary point of contact for QA and customer service teams on payment-related support cases and incident escalations. Collaborate closely with QA teams to validate payment workflows, identify bugs, and support UAT (User Acceptance Testing). Assist in onboarding and testing of new payment processors and integration rollouts. Document support processes, known issues, resolutions, and standard operating procedures (SOPs). Contribute to continuous improvement by identifying recurring issues, proposing enhancements, and sharing feedback on system performance. Provide support during system rollouts, updates, and incidents related to payment processing. ACADEMIC REQUIREMENTS Bachelor’s degree in Actuarial Science, Engineering, Computer Science, or a related technical/analytical field. Certification or coursework in payment systems, risk/fraud prevention, data analysis, or QA (e.g., CBP, CFE, ISTQB) (desirable). Bilingual: Spanish and English (Intermediate to Advanced level —written and spoken) is required due to international operations and cross-functional coordination. EXPERIENCE 2 years of experience in payment processing operations, fintech support, e-commerce, or financial operations—preferably in a multinational or high-volume environment. Experience with payment gateways, APIs, alternative payment methods (APMs), and digital wallets (e.g., Stripe, PayU, ApplePay, etc.). Familiarity with transaction monitoring tools and test environments. Exposure to payment system functionality (CRM/WEB) and troubleshooting. Basic understanding of software development and QA practices. Previous exposure to customer-facing payment issue resolution or incident management processes COMPETENCIES & APTITUDES Strong analytical thinking and root-cause problem-solving skills. Ability to identify trends in transactional data and flag anomalies or potential fraud. Organized, quality- and process-oriented. High sense of urgency and accountability to meet SLAs and incident resolution timelines. Proactive, adaptable, and comfortable working in a fast-paced and evolving environment. Team player with a collaborative mindset and willingness to support others.

Location: Cuajimalpa de Morelos, Mexico City, MX

Posted Date: 7/3/2025