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Payment Technical Support Specialist

Nuvei

Nuvei

IT, Customer Service
Iași, Romania
Posted on Tuesday, May 28, 2024

Technical Support Specialist

Location: Romania

About us

Nuvei company is a global payment technology organization with extensive growth plans for European, Asian, and American markets. Nuvei has been in the payments industry for over a decade, providing technology-based innovative payment solutions to a broad range of blue-chip clients. With 2,200 team members, our offices are spread across Europe, APAC, Israel, North, Latin America and Australia.

About the position

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

Nuvei (Nasdaq: NVEI) (TSX: NVEI) is bringing payments up to speed. Our future-proof technology allows businesses to accept cutting-edge payment options, optimize new revenue streams, and get the most out of their stack. We believe in turning payment barriers into accelerants, propelling businesses forward with tailored solutions. With a single integration and advanced customization tools, Nuvei delivers unsurpassed flexibility that enables businesses to adapt quickly and enter new markets seamlessly.

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!

The Payment Technical Support Specialist is part of the Technical Support Department of Nuvei, responsible for ensuring the payment operations of the company are managed timely and with the highest attention for customers’ needs and expectations.

The Technical Support team manages the technical onboarding of online merchants specializing in retail, digital games, marketplaces, etc. Once the merchants start processing payments, the team provides continuous support for payment and technical inquiries, new product and service configurations, etc.

The Technical Support Specialist acts as the trusted advisor to all Enterprise accounts and a strategic focal and escalation point for technical improvements, business requirements, and critical incidents that may arise. The Technical Support matrix manages our biggest client’s production technical issues, provides technical support, resolves merchant service inquiries, or offers additional forms of real-time problem-solving, while coordinating requirements in cross-company collaborations. We need a person with critical thinking skills who can understand the payment process's logic. A person who can speak in technical language with non-technical people and explain business-related requirements to technical staff.

Responsibilities

Acts as technical trusted advisor and becomes a knowledge-center about the company’s products, and a go-to person for technical queries - Becoming Nuvei brand and product expert.

Technical Issues management, a focal point for technical queries by Nuvei merchants.

Focus on resolving customer concerns solely through Salesforce.

Providing technical guidance to clients based on established SLAs without a constant supervision.

Be proactive - anticipating Nuvei merchant’s needs (or problems) before they are aware of them or need to contact us for assistance.

Guiding clients to correct use of Nuvei's products and services.

Investigating errors and logs and providing in-depth analysis for both clients and internal departments.

Collecting and analyzing client requirements and translating them to Product requirements.

Escalating technical complaints and incidents affecting the company's customers and services to the product owners internally.

Working with relevant stakeholders and in parallel with many internal teams.

Continuously develop and maintain operational work procedures and FAQs.

Extra Qualifications

Fast problem-solving skills and the abilities to analyze quantitatively, scope technical requirements and effectively prioritize program deliverables in communication with technical and non-technical stakeholders across multiple business units, while working with remote teams and external partners

Responsible for all technical issues and updating products of Nuvei Enterprise clients from different industries – Gaming, Airline, Retail and E-commerce.

Requirements

Hands on technical support experience or technical support in Payments/Fintech industry (ecommerce gaming, travel and retail).

Knowledge using REST API and SDK

Technical background - analyzing and producing reports, investigating logs, basic programming or web development skills, communication protocols (client-server, server-to-server, etc.) - IP, HTTP, SQL, etc.

Fast learner, multi-tasker, and tech-oriented.

Excellent time management and prioritization skills.

Experience in technical customer support or 24/7 NOC in the high-tech industry.

Experience in Product / Technical Support, or former involvement in support of Enterprise/Premium accounts.

Available to work under stress and pressure coming from clients and senior management.

Great interpersonal and communication skills.

Problem-solving skills and ability to analyze complex schemes.

Availability to work on shifts (on some occasions) or take a weekend shift when needed.

Business level of English (B2).

We are looking for AAA person to join our A-Team, you must be Autodidact, Accountable and Amazing - join us to lead the future of payments.

We offer

A challenging job in a fast developing, international company.

Friendly work environment where you can thrive and develop your skills.

Career advancement possibilities.

2.5 additional days off each quarter, should the company achieve its quarterly targets.

Competitive remuneration package.

Please send your resume in English.