Viva.com is a European leader in digital payment solutions, operating in 24 countries. We provide businesses of all sizes with omnichannel payment solutions, accepting over 40 payment methods in 17 languages and 9 currencies. Our mission is to simplify and optimize payments to boost business growth across Europe.
Your Role
As a VIP E-Commerce Support Analyst, you will be the primary point of contact for our strategic e-commerce clients. Your mission will be to provide high-quality support for the use and configuration of our online payment solutions while being able to assist in other aspects of VIP support, including technical support and account operations.
Key Responsibilities
• Act as a Viva.com ambassador for our VIP e-commerce clients.
• Manage technical and functional support requests related to the use of our online payment solutions.
• Provide support to clients on the use and configuration of our e-commerce payment solutions (platforms, plug-ins, APIs) while ensuring that full technical implementation remains the responsibility of their own integrator.
• Identify and escalate complex issues to relevant internal teams (IT, product, compliance, etc.).
• Maintain proactive and transparent communication with VIP clients to ensure their satisfaction and retention.
• Participate in meetings with Success Managers, VIP client contacts, and stakeholders to address issues or optimize our solutions.
• Be on-call during weekends on a rotating basis with other VIP support colleagues.
Requirements
• Fluent in French or Dutch, as well as English.
• At least 1 year of experience in second-line customer support, preferably in the e-commerce, banking, or IT sectors.
• Strong knowledge of online payment systems and e-commerce platforms.
• Familiarity with integrations via API, plug-ins, and other e-commerce payment solutions.
• Proficiency in technical tools (CRM Dynamics, Jira Cloud, Power BI) is a plus; essential proficiency in office tools (Excel, Word, PowerPoint, Outlook, Teams).
• Experience with customer service tools (Intercom, Purecloud) is a plus.
• Strong soft skills, excellent communication abilities, and a talent for proactive and creative problem-solving.
Benefits
• Competitive salary aligned with the market
• Full-time contract, 100% on-site at our office.
• Private health insurance.
• Supplementary pension plan.
• Joint committee 200 : entitlement to a 13th-month salary and holiday bonus.
• 20 days of annual leave.
• Performance bonus based on company results.
A dynamic company culture !
At Viva.com, teamwork is at the heart of our success. We regularly organize extra-professional activities, quarterly "News & Fun" events, and internal challenges… Ready to challenge us in darts or football ?
Ready to join Viva.com ?
Apply now and become a key player in the payment revolution in Europe !