L1 Support Analyst

Position: L1 Support AnalystLocation: Austin, TX Onsite 2nd preference Raleigh, NC Fulltime/Permanent/ContractEnsure L1 Analyst is business-level proficient in both Spanish and Portuguese —Global Partner Support L1 Support AnalystRole OverviewThe Global Partner Support L1 Support Analyst plays a critical role in partner and merchantperformance by conducting app reviews, identifying issues, and coordinating timely resolutions.This entry-level position supports day-to-day app review workflows, starting with app reviewand may expand to other processes including anomaly detection as business needs evolve.Key Responsibilities• Conduct reviews of partner and merchant applications using established criteria• Investigate issues by reviewing available data and cross-referencing key systems• Coordinate with internal stakeholders and B2B partners to gather additional context andpropose next steps• Use predefined templates and guidance to communicate issues and drive resolution• Maintain documentation of reviews, findings, and outcomes in designated platformsTechnical Skills & Tools• Strong proficiency with macOS is required — candidates must be comfortable navigatingand working within a Mac-native environment• Comfortable working with macOS native apps (e.g., Numbers, Safari)• Ability to navigate multiple systems in a fast-paced environment• Familiarity with data visualization tools like Tableau• Basic understanding of CRM platformsCommunication & Collaboration• Fluent in English (verbal and written) with strong attention to detail• Clear and outcome-oriented communicator who can simplify technical concepts• Able to follow standardized response processes and templates effectively• Collaborative mindset and experience working cross-functionally with technical andbusiness teams• Experience with B2B partner support processes is highly valuedAnalytical & Problem-Solving Abilities• Self-starter with a methodical approach to problem-solving• Able to analyze multiple criteria simultaneously to identify patterns or root causes• Prioritize tasks and manage multiple reviews with minimal supervision• Capable of synthesizing complex information and outlining actionable resolution steps