Support Specialist providing account and technical support for Medbridge's software solutions used by healthcare providers. Collaborating with clients and internal teams to enhance user experience and troubleshoot issues.
NU
Hybrid Enterprise Tech Support Specialist – Shift and Weekend Coverage
Posted 3 months ago
About the role
- Enterprise Tech Support Specialist advising premium clients on technical issues in the fintech sector. Collaborating across teams to enhance payment processing solutions and manage high-stakes demands.
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 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
- Monthly LIDL or WOLT food allowance;
- Hybrid working model;
- Private health insurance;
- One-month workcation;
- Cool and modern penthouse office in Vilnius city;
- Annual bonus depending on company and individual results;
- Space for personal and professional growth, training, giving back to community activities;
- Office perks, a great atmosphere, company events and a lot more to explore.
Job title
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