Trilingual Client Care Consultant - Technical Solutions (ES - ENG - PORT)

Location: Bogota, Colombia

Company

Global payments technology company facilitating transactions among consumers, merchants, financial institutions, and government entities across more than 200 countries and territories.

What you will do

• Independently investigate and resolve complex client, transaction, billing, technical, contract, and service issues.
• Deliver high-value customer service, advocate for clients, handle escalations, and serve as an escalation point for complex matters.
• Lead or support department projects and cross-functional initiatives involving clients and internal teams.
• Coordinate resources, maintain communication through issue resolution, and keep support documentation current.
• Build relationships with clients and stakeholders, identify operational improvements, and report project accomplishments to senior management.
• Educate clients on best practices, manage complex change requests, communicate critical problems or maintenance outages, and provide after-hours support as needed.

Requirements

• Advanced English and Portuguese skills.
• At least 5 years of relevant work experience with a Bachelor's Degree, or at least 2 years with an Advanced Degree, or 0 years with a PhD.
• Experience handling escalated client issues and resolving complex problems.
• Experience delivering high-value customer service and advocating for clients.
• Experience leading or assisting department projects and cross-functional initiatives.
• Experience collaborating with clients and internal stakeholders to identify efficiencies and required actions.
• Experience coordinating resources, resolving client inquiries promptly, and building relationships with key clients and stakeholders.
• Experience identifying operational improvements, reporting project accomplishments, educating clients on best practices, and managing complex change requests.
• Experience staying informed about payment industry trends and payment products.

Nice to have

• 6 or more years of work experience with a Bachelor's Degree, or 4 or more years with an Advanced Degree, or up to 3 years of relevant experience with a PhD.
• Experience in the financial services, payments, software, or information services industry.
• Expert-level knowledge of authorization and clearing systems, disputes, rules, and payment processing platforms.
• Experience in relationship management, strategic thinking, problem solving, and proactively identifying processing efficiencies and service change needs.
• Experience making sound business decisions, setting direction, and managing short- and long-term goals.
• Experience analyzing written or computer-generated material and observed trends to draw conclusions.

Culture & Benefits

• Opportunity to create impact at scale through payments technology serving consumers, merchants, financial institutions, and governments.
• Digital fluency is expected, including the use of Generative AI tools such as ChatGPT and Microsoft Copilot for everyday work.
• Work includes collaboration with Client Success, Sales, Product, Systems, Risk, and Legal stakeholders.
• After-hours support may be required.