Enterprise Support Specialist (Tech Support)

Nuvei is a Canadian fintech company looking for an Enterprise Support Specialist to join their fast-growing international team. The role involves managing complex technical issues, collaborating with internal and external stakeholders, and contributing to process improvements.

Requirements

• 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.

Benefits

• Medical insurance
• Paid Vacation Time
• Paid Sick Time
• Hybrid working environment