Technical Care Representative

Date: 16-Jun-2022

Location: Houston, TX, US, 77384

Company: Paysafe

About Paysafe Limited:

Paysafe Limited (“Paysafe”) (NYSE: PSFE) (PSFE.WS) is a leading specialised payments platform. 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 20 years of online payment experience, an annualised transactional volume of over US $120 billion in 2021, and approximately 3,500 employees located in 10+ countries, Paysafe connects businesses and consumers across 100 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.

 

 

Are you ready to make an impact? Join our team that is inspired by a unified vision and propelled by passion.

 

Paysafe is widely recognized as a leading global provider of payments solutions for businesses and consumers. Experienced and trusted as both a partner and solutions provider, Paysafe is well positioned to capitalize on the wave of new technologies entering the payments space and focused on accelerated growth.

 

To help us fuel accelerated growth, we are looking for an experienced Technical Care Representative.  As a member of our Technical Care 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 merchant customer base as well as internal departments. 

 

Your responsibilities would include:

  • Accurately handle escalated or advanced technical calls
  • Maintain a quality and quantity of work that falls within established standards.
  • Attend training sessions as assigned; provide training to less experienced reps.
  • Educate merchants about new products and services offered by MCPS
  • Effectively take ownership of and resolve issues received from merchants and perform needed follow-up.
  • Communicate effectively at all levels – internally, externally, written, and oral.
  • Receptive to coaching/counseling and provided feedback with positive attitude to co-workers.
  • Initiate and/or take part in department improvements as directed by management.
  • Able to maintain composure during high volume, high stress situations.
  • Other responsibilities as assigned or requested by management.
  • Troubleshoot tier-1, tier-2 technical issues related to Paysafe applications and systems, as well as provide the highest quality customer service for non-technical inquiries affecting our client base support is provided by phone and email.
  • Assist clients, partners, and internal teams with system integration projects, for the entire suite of the Paysafe offering.
  • Assist merchants in Post technical issues and customer complaints.
  • Troubleshoot and resolve technical issues, set up report accesses upon merchants’ requests in an SFTP format.
  • Collaborate with various internal departments (QA, Development, Technical Operations, etc.) to resolve customers’ inquiries (specifically gateway related issues), and identify, investigate, and escalate system issues as required.
  • Provide UAT for development initiatives. Provide industry-leading ownership of all issues reported internally and externally.
  • Follow-up closely on all issues that have been escalated to ensure efficient resolution of technical problems. Support our Sales Agents with product knowledge when required. Other duties as assigned.

 

Qualifications to have:

  • Understanding and hands-on experience with major Internet protocols and languages: HTTP, HTML, WebServices, XML, REST, JSON.
  • Familiarity with web-based applications and e-commerce principles.
  • Responsive DesignCSS
  • Webhooks
  • Callbacks/Follow ups
  • Working knowledge of Windows and UNIX operating systems
  • Critical Thinker: using logic and reasoning to identify the strengths and weaknesses of alternate solutions or approaches to problems.
  • High level of integrity and trustworthiness due to the sensitivity and confidentiality of information and data that is handled.
  • Ability to learn new ideas and technologies quickly and accurately.
  • Ability to prioritize effectively to satisfy the needs of the customer, both internal and external, as well as management
  • Excellent judgment and decision-making skills.
  • Must be adaptable, flexible, and willing to change without complaint.
  • Professional appearance and demeanor.

 

Experience and Qualifications:

  • 2 years of experience in customer service and technical software support role.
  • You demonstrate excellent enthusiasm, can work independently, and have proven problem-solving and analytical abilities.
  • Effective communicator who can easily handle a high volume of work.
  • You are responsible and a solid team player, detail-oriented, and have a strong sense of urgency.
  • You are proficient in MS Office and have especially strong skills in Excel.
  • Proven work ethic to lead and step up to higher level challenges.

 

Working Conditions:

  • Must be flexible and willing to work overtime as required
  • Occasional weekend, evening, and rotating holiday work may be required
  • Moderate noise/office atmosphere
  • Regular and expected attendance and punctuality is required
  • High stress and a rapid pace atmosphere
  • Paysafe offers ongoing training in order to maintain continual employee development in areas of technology products and services

 

Our culture values humility, high trust & autonomy, a desire for excellence and meeting commitments, strong team cohesion, a sense of urgency, a desire to learn, pragmatically pushing boundaries, and accomplishing goals that have a direct business impact.  We encourage you to apply even if your experience does not exactly align as we value diverse thoughts, experience, and backgrounds.

 

Equal Employment Opportunity

We provide 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.


Nearest Major Market: Houston