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Channel Support Specialist



Customer Service
Scottsdale, AZ, USA
Posted on Thursday, June 13, 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

The partner services team is responsible for handling all incoming calls, emails, and requests from our US and CA Partners. Daily duties range from billing/statement questions and addressing any customer service needs to various technical support items such as file build modifications and deployment requests or modifications. The goal of the Partner Services team is to ensure a positive customer experience through relationship-building and gathering and reporting insights into Partner complaints or dissatisfaction, so the business can take tangible action to improve products and services.

Key responsibilities include, but are not limited to:

  • Answer inbound customer service and technical support calls, emails and tickets from our Partners.
  • Work with other departments to ensure that Partner issues are resolved in a timely manner and to the Partner’s satisfaction.
  • Manage difficult interactions in a professional manner, and always foster Partner loyalty.
  • Take preventative action on all cases to help minimize the number of times Partners and customers must call in for assistance.
  • Identify trends and report them to promote continuous process improvement.
  • Understand Partner buy rates and commissions to resolve Partner concerns when necessary.
  • Perform any other related tasks that are deemed essential to the success of the company and to the satisfaction of our Partners and merchants.

Qualifications include, but are not limited to:

  • Minimum High School Diploma, Bachelor’s preferred;
  • 1 year of experience in US Customer Service, Retention and/or Sales;
  • Excellent communication skills to effectively interact by phone and email;
  • Ability to take notes and document well;
  • Strong analytical skills and ability to understand billing, contractual, and/or technical issues;
  • Strong aptitude for building rapport and trust among others quickly;
  • Motivation to work in a challenging, fast-paced environment;
  • Excellent organization and time-management skills;
  • Outstanding work ethic and attendance

Working Language

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