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Technical Support Specialist



IT, Customer Service
Sofia, Bulgaria
Posted on Tuesday, May 28, 2024

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:

  • Serve as a first line of technical 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.
  • Investigating errors and logs and providing 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.