Technical 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.

Your career starts here. Help us build and deliver innovative payment solutions.  

To help us fuel accelerated growth, we are looking for an experienced Enterprise Technical Support Specialist for our North America iGaming team.
 

This role is based in Jacksonville, FL and offers a hybrid working model of working remotely while also being able to work an average of three days per week from our office in Jacksonville.

As a member of our Technical Support 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 Enterprise and SMB merchant base as well as internal departments.

What to expect:

• Provide e-mail and phone support to existing merchants
• Serve as a primary point of contact for merchant requests, questions, guidance and service issues.
• Analyze merchant’s payment related issues, assist with disputes, and provide sustainable solutions
• Perform problem determination with merchants as well as conduct investigations for technical issues
• Troubleshoot and resolve technical issues related to Paysafe’s applications and systems
• Ensure prompt communication with merchants, account managers, and partner managers on request status
• Collaborate with internal teams (Development, Technical Operations, Compliance team, Payments, Legal etc.) to resolve customer issues and requests
• Take full ownership of reported issues (internal and external), including close follow-up on escalations to ensure efficient resolution
• Participate in the out-of-hours on-call rotation

To be successful you need to have:

• At least 2 years of experience in customer service and technical support
• Knowledge on how to professionally deal with confidential information
• Understanding of major internet protocols and languages: HTTP, HTML, Web services, XML, REST, JSON
• Familiarity with web-based applications and e-commerce principles like Webhooks, callbacks and CSS is considered an advantage
• Ability to communicate effectively and professionally in English, both in writing and verbally
• A strong sense of responsibility, teamwork, attention to detail, urgency and accountability
• Follow the best practice ticket management process , i.e. ensuring tickets owned are handled and updated timely and every effort is made to meet service levels