Premium Account Technical Support Specialist

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

Meet Nuvei, 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 50 markets, 150 currencies and 700 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!

Nuvei Premium Service Engineer acts as the trusted advisor to premium partnership accounts and a strategic focal and escalation point for technical improvements, business requirements, and critical incidents that may arise. The Premium Service Engineer matrix manages our biggest client’s production technical issues, through an instant messaging app, provides technical support, resolves merchant service inquiries, or offers additional forms of real-time problem-solving, while coordinating requirements in cross-company collaborations. The instant messaging platforms and chat support agents help customers solve logistical, informational, or product-related questions without the lag time of an email conversation.

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 Premium clients.
• Focus on resolving customer concerns solely through instant messaging.
• Providing technical guidance to clients by instant messaging channels, based on established SLA.
• Be proactive - anticipating Premium 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.
• Working with relevant stakeholders and in parallel with many internal teams.

• BS.C in Industrial Management or BA in equivalent degree – advantage
• Hands on technical support experience of 5+ years
• Knowledge using REST API and SDK
• Technical background - analyzing and producing reports, investigating logs, basic programming or web development skills, Internet experience, communication protocols (client-server, server-to-server, etc.) - IP, HTTP, SQL, etc.
• Fast learner, multi-tasker, and tech-oriented.
• Practice in technical Product Management \ Technical Support, or former involvement in support of Premium accounts.
• Accountability and project management capabilities
• Available to work under stress and pressure coming from client and C level management.
• Great interpersonal and communication skills.
• Problem-solving skills and ability to analyze complex schemes.
• Professional level of English, another language is an advantage.
• 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.

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 premium client from different industries – Gaming, Airline, Retail and Ecommerce.

• Private medical insurance
• Connectivity Aid

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.