Premium Account Technical Support Specialist

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Requirements:

• BS.C in Industrial Management or BA in an equivalent degree.
• 5+ years of hands-on technical support experience.
• Knowledge in using REST API and SDK.
• Technical background in analyzing reports, investigating logs, and basic programming or web development.
• Knowledge of communication protocols (IP, HTTP, SQL, etc.).
• Quick learner, multi-tasker, and tech-oriented.
• Experience in technical Product Management or Technical Support.
• Accountability and project management capabilities.
• Ability to work under stress and pressure from clients and C-level management.
• Excellent interpersonal and communication skills.
• Problem-solving skills with the ability to analyze complex schemes.
• Professional level of English; another language is an advantage.

Responsibilities:

• Acts as technical trusted advisor and becomes a knowledge-center about the company’s products.
• Manages technical issues as a focal point for queries by Premium clients.
• Focuses on resolving customer concerns through instant messaging.
• Provides technical guidance based on established SLA.
• Anticipates Premium merchant’s needs before they contact us for assistance.
• Guides clients in the correct use of Nuvei's products and services.
• Investigates errors and logs, providing in-depth analysis for clients and internal departments.
• Collects and analyzes client requirements translating them to Product requirements.
• Escalates technical complaints and incidents affecting customers and services.
• Collaborates with relevant stakeholders and multiple internal teams.