WPC Merchant Issues L1 Support Analyst

Hi,

Our client is looking for a WPC Merchant Issues L1 Support Analyst for Full-time project in Austin, TX (Hybrid) below is the detailed requirement.

If you are interested kindly share your updated resume to proceed further.

Job Role: WPC Merchant Issues L1 Support Analyst

Location: Austin, TX (Hybrid In-office required Tuesday through Thursday)

Mode of Hiring: Full-time

Job Overview

• The WPC Merchant Issues L1 Support Analyst plays a critical role in merchant performance

and reliability by monitoring key metrics, identifying anomalies, and coordinating timely

resolutions. This entry-level position supports day-to-day merchant issue workflows, starting

with anomaly detection, escalating when appropriate and ensuring consistent communication

across internal teams.

• Need someone with some baseline data analysis competency and who can self-solve on problems People whose main experience is in system configuration and ticket support are too low level and will not be able to do this job Years of experience is not too important for this role, anyone with 10 years of experience is probably not going to be a fit.

Key Responsibilities

• Bachelor's degree in Computer science or equivalent, with minimum 12 Years of relevant experience.

• Monitor internal dashboards and tools for system anomalies or metric drops
• Investigate anomalies by reviewing available data and cross-referencing key systems
• Coordinate with internal stakeholders to gather additional context and propose next steps
• Use predefined templates and guidance to communicate issues and drive resolution
• Maintain documentation of anomalies, findings, and outcomes in designated platforms

Technical Skills & Tools

• Strong proficiency with macOS is required - candidates must be comfortable navigating and

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 platforms

• Communication & 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 and business

teams

Analytical & Problem-Solving Abilities

• Self-starter with a methodical approach to problem-solving
• Able to analyze multiple metrics simultaneously to identify patterns or root causes
• Prioritize tasks and manage multiple issues with minimal supervision
• Capable of synthesizing complex information and outlining actionable resolution steps

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.