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

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