Monitoring & Support Associate - Asia

2 days ago

Remote, India dLocal Full time

**What does dLocal do?**
dLocal is the #1 payments leader focused on emerging markets and helps some of the best companies in the world expand in emerging countries. Global brands such as Amazon and Microsoft rely on us to increase conversion by eliminating complexity and managing their payments expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it simple and risk-free for our client partners to make inroads into the world’s fastest-growing, emerging markets.

**What’s the opportunity?**
- We are looking for a Monitoring & Support Associate to join our Customer Success team, who will be the main responsible and point of contact for achieving the SLAs and handling any alarms, outages, or issues during their coverage hours._
- Preferably based in India or Indonesia._

**What will I be doing?**
- Generate reports and be able to monitor important industry metrics.
- Monitor and identify anomalies or patterns at an early stage in order to prevent them from escalating.
- Whenever it's necessary: involve, escalate and communicate through the correct channels in a timely and clear manner with other teams.
- Perform the troubleshooting and make the necessary adjustments to ensure operations are not affected.
- Innovate and be able to find new ways of optimizing processes internally in order to improve our customer experience.
- Prioritize and respond to urgent tasks.
- Maintain an up-to-date knowledge of technical processes, functions, and requirements.
- Manage tickets, questions, and issues reported by customers.
- Follow up issues internally in order to assure that SLAs are fulfilled.

**What skills do I need?**
- Bachelor's degree or student.
- Availability to work during weekends.
- Experience working in the payments or tech industry is a plus.
- Strengths: proactive, independent, critical thinking, issue prevention attitude anticipating potential incidents, great energy, decision making.
- Knowledge of analytical tools is a plus: Excel, SQL, Databases, Kibana, etc.
- Advanced/Fluent English.

**What happens when I apply?**

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