Enterprise Support Specialist at Nuvei managing escalations and payment - related issues within a fast - paced environment. Collaborating with banks and teams to deliver excellent customer service and solutions.
About the role
- Enterprise Support Specialist responsible for resolving technical issues in fintech. Providing support for Premium and Enterprise clients with a focus on collaboration and problem-solving.
Responsibilities
- Act as a technical trusted advisor and go-to expert on Nuvei’s products and services for Premium and Enterprise clients.
- Manage and resolve production-level technical issues using Salesforce and instant messaging platforms, ensuring timely handling within service level agreements (SLAs).
- Coordinate and prioritize support requests based on urgency and origin, maintaining accountability for resolution.
- Investigate errors and logs, providing deep-dive analysis and actionable insights for both clients and internal teams.
- Provide real-time technical guidance and education to clients on optimal use of Nuvei’s products.
- Proactively identify client needs or issues before they escalate, minimizing disruption and ensuring continuity.
- Translate complex client requirements into clear, actionable items for Product and Development teams.
- Ensure all tasks are performed in line with current procedures and compliance standards.
- Stay informed on industry trends, internal policies, and product updates to ensure accurate support and continuous learning.
- Collaborate cross-functionally with Product, R&D, Operations, and Risk teams to drive resolution and improvement.
- Support clients across diverse industries including Gaming, Airlines, Retail, and E-commerce.
- Contribute to team performance by meeting KPIs and fostering a collaborative work environment.
- Participate in on-call rotations and occasional weekend shifts based on client demand.
- Perform other tasks assigned by management to support team and company goals.
Requirements
- Minimum 2 – 3 years of hands-on experience in technical support roles, ideally within the Payments or FinTech industry.
- Bachelor’s degree in industrial management, Computer Science, Engineering, or a related field (preferred).
- Strong technical background with expertise in REST APIs, SDKs, IP/HTTP protocols, and advanced SQL.
- Proven experience in log analysis, basic programming or web development, and generating technical reports.
- Familiarity with Salesforce and other CRM or ticketing systems.
- Experience supporting global enterprise clients in high-pressure environments, including C-level engagement.
- Excellent communication and problem-solving skills and the ability to explain complex technical issues clearly for technical and non-technical audiences.
- Effective time management, prioritization, and project coordination abilities.
- Comfortable working in a fast-paced, high-stress environment with shifting priorities.
- Fluency in English (written and verbal); additional languages are a plus.
- Willingness to collaborate with remote teams and work across time zones.
Benefits
- Medical insurance
- Paid Vacation Time, Paid Sick Time.
- Hybrid working environment.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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