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Payment Support Specialist



Customer Service
Bogotá, Bogota, Colombia
Posted on Wednesday, May 8, 2024

Job Type: Full-time, permanent

Reports To: Manager, Payment Support

Location: Bogota, Colombia

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners to help them grow.

WE ARE NUVEI. Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 47 markets, 150 currencies and 586 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey!

Your Mission

We are seeking an enthusiastic, result-driven professional with energy and a can-do attitude who wants to be part of a team of like-minded individuals delivering solutions in an innovative and exciting environment.

You will be supporting the business during troubleshooting activities as well as interacting directly with internal applications, databases, and external sources.

We value our employees and encourage each person to contribute ideas for improvement in both daily procedures and long-term goals. You can enjoy the satisfaction of using your particular skills to help people while working in a positive and encouraging office environment.

Key responsibilities include, but are not limited to:

  • Support and manage requests based on their origin and level of priority within established service level agreement (SLA).
  • Identify, report, and track technical complaints and incidents affecting the company's customers, contacting the engineering departments when needed.
  • Investigated errors and logs and provided in-depth analysis for both clients and internal departments.
  • Process, investigate, and respond to escalations to ensure customers’ issues reported via all channels are resolved to our client’s satisfaction.
  • Contribute to team performance by meeting team and company KPIs.
  • Engage and lead communications with banks, Nuvei’s partners, the R&D team, and Product.
  • Responding to events and various technical problems in real time on a daily basis.
  • Ensure all tasks are performed in line with the current procedures.
  • Continuously keep yourself up to date on industry trends, internal policies, and procedures.
  • Any other tasks as assigned by the management.

Qualifications include, but are not limited to:

  • Fluent in English (written and verbal).
  • University / College degree or combination of education and equivalent and related work experience would be preferred.
  • 2+ years of proven experience in a heavy customer-focused position involving technical knowledge of a company's products and services.
  • Technical background - analyzing and producing reports, investigating logs, and communication protocols (client-server, server-to-server, etc.).
  • Highly collaborative, good verbal and written communication skills, and capable of working as part of a team.
  • Able to communicate complex concepts to diverse global audiences in a clear and concise manner.
  • Ability to analyze problems quickly and find suitable solutions based on available resources.
  • Strong organizational skills and ability to multitask.
  • Ability to be tactful, maintain confidence, and foster an ethical working environment.
  • Proven ability to work with grace under pressure in a dynamic team environment.

Please note that the schedule for this position will be: Monday to Friday, from 02:00 pm to 11:00 pm

Working Language

  • English (written and spoken) is the language used most of the time, as work colleagues, clients, and strategic suppliers are geographically dispersed.


Nuvei offers a wide variety of benefits, which include:

  • Medical insurance
  • Paid Vacation Time, Paid Sick Time.
  • Up to 2.5 additional days of annual leave per quarter if Nuvei achieves its quarterly targets.
  • Hybrid working environment.

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.