Job details

Enterprise 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 a 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 - anticipate premium merchants' 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.

Requirements

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 clients 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 a 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 clients from different industries – Gaming, Airline, Retail and Ecommerce.

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 empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.

Benefits:

2.5 additional days of annual leave a quarter if the company hits quarterly targets
Private Medical Insurance
Office and home hybrid working
Global bonus plan
Volunteering programs
Prime location office close to Tel Aviv train station

Nuvei Glassdoor Company Review

4.0

Nuvei DE&I Review

3.9

CEO of Nuvei

Philip Fayer

Approve of CEO

What You Should Know About Enterprise Technical Support Specialist, Nuvei

Are you a tech-savvy problem solver ready to take on a crucial role in the world of payment processing? Nuvei, a leading Canadian fintech company, is looking for an Enterprise Technical Support Specialist to join our dynamic team! In this position, you'll act as the trusted advisor to our premium partnership accounts, ensuring their technical challenges are handled smoothly and swiftly. This isn't your typical support role; you'll focus on resolving issues through instant messaging, eliminating the delays associated with email. Your ability to analyze complex technical issues quickly and guide clients using Nuvei's innovative products will be invaluable. Whether you're investigating errors, translating client requirements into actionable solutions, or collaborating with internal teams, every day will present exciting opportunities to learn and grow. We pride ourselves on our relentless commitment to customer service, and as part of the Nuvei family, you’ll be at the forefront of enhancing client satisfaction. Your previous experience with REST API, your strong analytical skills, and your nifty problem-solving abilities will make you an invaluable player in our team. Plus, who doesn't love the perks? Enjoy additional annual leave days, private medical insurance, and the flexibility of hybrid working! If you’re ready to be part of an empowering, innovative environment where your contributions are celebrated, Nuvei is the place for you. Join us and help us lead the future of payments!

Frequently Asked Questions (FAQs) for Enterprise Technical Support Specialist Role at Nuvei

What are the key responsibilities of the Enterprise Technical Support Specialist at Nuvei?

As an Enterprise Technical Support Specialist at Nuvei, your primary responsibilities include acting as a technical trusted advisor for premium clients, managing technical issues exclusively through instant messaging, providing real-time solutions, and guiding clients in the effective use of Nuvei's products. You will be proactive in anticipating clients' needs, analyzing technical errors, and translating client feedback into actionable product requirements.