Card Payment Support Analyst

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a Card Payment Support Analyst to join one of our clients ' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

This is a hybrid role that combines Business Analysis, Client Relationship Management, Service Delivery, and Production Support . The successful candidate will manage client relationships, gather and document business requirements, support solution implementation, coordinate testing and releases, and provide post-go-live support.

The role is based in Bogota, Colombia and is currently remote, with a possible transition to office-based work in the future.

Responsibilities

• Act as the main point of contact for assigned clients.
• Build and maintain strong relationships with clients and key stakeholders.
• Gather, analyze, and document business requirements for change requests and enhancements.
• Support solution configuration, validation, and implementation activities.
• Coordinate delivery activities, testing, UAT, and release management.
• Work closely with Delivery, Technical, Support, and QA teams.
• Manage client requests, incidents, service requests, and operational escalations.
• Ensure client issues are resolved on time and in line with agreed SLAs.
• Provide regular updates and reports to clients and internal teams.
• Support clients during UAT and help ensure successful releases.
• Assist with test case reviews and release sign-off.
• Provide ongoing production support after go-live.
• Conduct root cause analysis and support problem management activities.
• Identify process improvement opportunities to improve service quality.
• Support knowledge transfer between project, change management, and support teams.
• Participate in client meetings related to deliverables, incidents, or support topics.
• Participate in a 24/7 operational support roster, including shifts, weekends, public holidays, and out-of-hours support when required.