Technician in test validation and customer support at FDI company, working on access control and intercom products. Conducting tests, analyzing results, and providing technical assistance to clients.
About the role
- Enterprise Support Specialist managing client escalations and investigating payment-related issues at a Canadian fintech. Collaborating with banks and internal teams in a hybrid work environment.
Responsibilities
- Coordinate and manage support requests based on priority and origin, ensuring timely handling within service level agreements (SLAs).
- Communicate with banks and Nuvei’s partners as well as internal teams such as R&D and Product to support resolution of complex payment-related inquiries.
- Monitor, report, and track technical and payment-related complaints, ensuring swift and effective handling, and escalating to relevant departments when needed.
- Investigate errors and logs and provide in-depth analysis for both clients and internal departments.
- Process, investigate, and respond to escalations to ensure customers’ issues reported via all channels are resolved to our client’s satisfaction.
- Ensure all tasks are performed in line with the current procedures.
- Stay informed on industry trends, internal policies, and product updates to ensure accurate support and continuous learning.
- Contribute to team performance by meeting KPIs and fostering a collaborative work environment.
- Perform other tasks assigned by management to support team and company goals.
Requirements
- Fluency in English (written and verbal).
- A university or college degree, or equivalent work experience.
- 1–2 years of experience in a customer-facing role, ideally involving technical support or online payments.
- Strong analytical skills with the ability to investigate logs, produce reports, and understand communication protocols (e.g., client-server interactions).
- Excellent communication skills and the ability to explain complex concepts clearly to global audiences.
- A collaborative mindset and the ability to work effectively as part of a team.
- Strong organizational skills and the ability to multitask in a fast-paced environment.
- A professional, ethical, and tactful approach to work.
- Experience working with international clients and cross-functional teams.
- The ability to stay calm under pressure and adapt to changing priorities.
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.
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