Enterprise Support Specialist

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.

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

To help us fuel accelerated growth, we are looking for an experienced Enterprise Support Specialist. This role is based in Jacksonville, Florida and offers a hybrid work environment where you will have a blend of 3 in-office working days and 2 remote working days during the work week.

As a member of our team, you will be an important representative and ambassador of the Paysafe Company Brand, by providing exceptional levels of support and guidance to top Paysafe partner accounts. You will be servicing our Enterprise customer base, Digital Wallet, and eCash business as well as internal departments.

Your responsibilities would include:

• Be a primary contact point for Enterprise 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 Paysafe’ 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 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 to ensure efficient resolution.

• Maintain ownership of assigned client issues to completion and customer satisfaction.

• 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 Enterprise 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, Tech leads and VP in handling escalated technical matters and be the owner till resolution
• On call – in time the agent will join the on-call rotation to support our VVIP merchants for out of hours outages and issues again across the products.

You have: 

• Solid understanding and hands on experience with major Internet protocols and languages: HTTP, HTML, Web Services, XML, REST, JSON.
• Experience with Salesforce and Ticketing Systems (Zendesk).

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

• Working knowledge of Windows and UNIX operating systems.
• Proficient in MS Office Suite with strong skills in Excel.

Experience and Education:

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

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

• 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.

• Experience working on-call/off-hours on a per need basis/rotational schedule.

• Payment processing, Digital wallet, eCash or general Fintech industry experience is a plus, but not required.

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:

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.