Enterprise Technical Support Specialist, iGaming NA

About Paysafe 
Paysafe (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 25 years of online payment experience, an annualized transactional volume of $140 billion in 2023, and approximately 3,200 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.

Your career starts here. Help us build and deliver innovative payment solutions.  

To help us fuel accelerated growth, we are looking for an experienced Enterprise Technical Support Specialist for our North America iGaming team.
 

This role is based in Jacksonville, FL and offers a hybrid working model of working remotely while also being able to work an average of three days per week from our office in Jacksonville.

As a member of our VIP Technical Support team, you will be an important representative and ambassador of the company brand, by providing exceptional levels of support, expert guidance and service. You will be serving both our VIP customer base as well as internal departments across our North America business.

Key Roles and Responsibilities

• Be a primary contact point for VIP customer requests for support, questions, guidance and service issues.
• Perform problem determination with the customer as well as conduct investigations for complex technical issues. 
• Troubleshoot and resolve technical issues related to Paysafes’ applications and systems. 
• Provide direct assistance and expertise to VIP clients, partners and internal teams as part of system integration projects for the entire suite of the Paysafe Payments offering. (Integrating our solutions to customer platforms)
• You will participate in User Acceptance Testing (UAT) for any development initiatives.
• Provide industry leading ownership of all issues reported internally and externally. Follow-up closely on all issues that have been escalated in order to ensure efficient resolution of technical problems.
• Ensure prompt communication with clients account managers and partner managers on the status of their requests for support.
• Coordinate efforts and collaborate with various internal departments (QA, Development, Technical Operations, etc.) to resolve customers’ issues and requests as required.
• Follow-up closely on all issues that have been escalated in order to ensure efficient resolution.
• Maintain ownership of assigned client issues to completion and customer satisfaction. (full ownership to completion)
• Direct involvement with the department Continued Improvement Program, by providing recommendations that will improve services to customers as well as improve efficiencies in technical support. (Through Trend analysis, Customer experience, internal experience).
• Be a source of expertise to VIP clients by providing guidance on how to best use our technology that ensures the best experience and results for our merchants
• Provide product knowledge expertise to our customer support agents and level 1 technical agents.
• Be a point of escalation for calls and issues coming from CS and TS level 1
• Assist manager and VP in handling escalated technical matters and be the owner till resolution

Required technical skills:

• Solid understanding and hands on experience with major Internet protocols and languages: HTTP, HTML, Web Services, XML, REST, JSON.

• Familiarity with web-based applications and e-commerce principles.

• Responsive Design
• CSS
• Webhooks
• Callbacks

• Working knowledge of Windows and UNIX operating systems.

Education and Qualifications

• The candidate will possess a college degree (D.E.C), a college attestation (A.E.C) in Computer Science, programming, equivalent education or demonstrated equivalent level experience.

• You have at minimum, 2 years of experience in a customer service and technical software support role.

• You demonstrate excellent enthusiasm, can work independently and have proven problem-solving and analytical abilities.

• You possess excellent interpersonal and communication skills and can easily handle a high volume of work.   

• You are responsible, a solid team player, detail-oriented, and have a strong sense of urgency and accountability.

• Welcome difficult problems and enjoy dealing with challenging customers and situations, in a fast paced environment

• Enjoy learning, are creative and strive to improve you skillsets and knowledge.

• You are proficient with the MS Office suite with strong skills in Excel.

• Willing to work flexible scheduled hours as required (before / after business hours)

• Experience in the payment processing industry would be considered an asset.

• You are perfectly bilingual (spoken and written).

Please note that you eventually will be required to work on-call rotations outside regular working hours. On-call duties are supported by our strong compensation plan.

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With offices around the globe, Paysafe offers individuals an opportunity to join an energetic and dynamic company focusing on developing leading-edge financial solutions.

Join a team that is inspired by a unified vision and propelled by passion!
 

Equal Employment Opportunity
Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment.  If you need any reasonable adjustments, please let us know.  We will be happy to help and look forward to hearing from you.