Tech Support Specialist

This is a remote position.

Technical Issue Management (L1 Support)
? Manage and troubleshoot Level 1 technical issues reported by clients, ensuring timely resolution.
? Identify, analyze, and correct bugs or issues that fall within the scope of your responsibility.
? Escalate complex or unresolved issues to the appropriate technical teams while maintaining ownership of communication with the client.
? Document and maintain a knowledge base of recurring issues and their resolutions.

API Integration Support
? Assist clients with connecting to our APIs, providing step-by-step guidance and troubleshooting integration challenges.
? Validate API connections to ensure successful implementation and proper functionality.
? Act as a technical advisor to clients during the onboarding process, ensuring their requirements are fully met.

New PSP Implementation and Configuration
? Act as the first technical filter for new Payment Service Providers (PSPs), ensuring compatibility and identifying potential challenges early.
? Configure MIDs (Merchant IDs) and PSPs as part of the implementation process.
? Collaborate with internal teams to validate and test new PSP integrations.

Customer Collaboration
? Serve as the main technical contact for customers during the early stages of their journey with our platform.
? Build strong relationships with clients by providing responsive, knowledgeable, and empathetic support.
? Provide regular updates and feedback to clients regarding issue resolution and progress on implementations.

Collaboration & Escalation
? Collaborate with internal teams (engineering, product, and operations) to resolve complex issues and ensure client success.
? Escalate unresolved issues to the appropriate teams, ensuring clear communication and timely resolution.
? Identify opportunities to enhance internal workflows and customer-facing processes, especially around API integrations and PSP implementations.

Monitoring & Reporting
? Monitor support ticket queues, prioritize cases, and meet response and resolution time goals.
? Track and report on support metrics, identifying trends and opportunities for improvement.

Requirements

Based in Europe

Experience & Education
? Experience: 3 years in technical support or a related role (preferably in fintech, SaaS, or payment solutions).
? Education: Bachelor?s degree in Computer Science, Information Technology, or a related field (preferred).

Skills & Competencies
? Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues.
? Knowledge of payment processing systems, APIs, and integrations.
? Familiarity with REST APIs, JSON, and troubleshooting API-related issues.
? Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences.
? Customer-focused mindset with a commitment to delivering high-quality support.
? Fluent in Spanish and English (additional languages such as Italian and German are a plus).

Tools
? Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira).
? Familiarity with APIs, payment gateways, and payment orchestration platforms.
? Proficiency with basic debugging tools and techniques.

Benefits

What We Offer:
? Competitive salary and benefits.
? Opportunities for professional growth in a global fintech company.
? Training and development programs to enhance your technical expertise.
? A collaborative and supportive work environment.
? Work full remote.

Assigned Recruiter(s)

Jordan Fernandez

Date Opened

02/04/2025

Work Experience

4-5 years

Industry

Financial Services

Expertise

IT

Remote Job

Job Type

Full time