Client Support Associate - Remote Eligible

Client Support Associate, First Billing Services

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners to help them grow.

Meet Nuvei, the Canadian fintech company accelerating the business of clients around the world. Nuvei's modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all pay-out options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 50 markets, 150 currencies and 700 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration.

At Nuvei, we live our core values, and we thrive on solving complex problems. We're dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey!

Your Mission

We are looking for a Client Support Associate to join our First Billing Services team. Reporting to our VP of Operations / Government, you will be responsible for the daily support of our large utility and tax clients. This role is heavily involved with our clients' day-to-day needs via email and phone calls. The position works closely with several internal teams including product support, billing, reporting, contact center and customer success.

Key Responsibilities

• Manage a portfolio of client accounts - Develop in-depth knowledge of each client's software integrations, payment methods, payment locations, payment devices, business rules, daily reporting, monthly billing, and third-party vendor relationships.
• Provide daily support - Serve as the primary point of contact for clients. Provide outstanding support when resolving open issues and escalating to appropriate internal or external resources when necessary.
• Track and manage requests - Utilize internal ticketing and tracking systems to monitor and document client requests, issues, project progress and enhancement opportunities.
• Identify and address deficiencies – Identify gaps in client systems and processes to actively solve for outages and blockers.
• Manage projects - Work closely with clients to establish project expectations and ensure timely delivery of results. Must be able to explain complex issues, develop appropriate solutions and document process from start to completion is critical.
• Support success initiatives – Work with clients on initiatives to improve citizen engagement and adoption of our service.
• Collaborate across teams - Work with internal and external teams to meet delivery commitments and ensure client satisfaction.

Preferred Qualifications

• Minimum three years of experience with payment processing solutions.
• Excellent communication skills.
• Detail oriented. Ability to multi-task and prioritize.
• Excellent interpersonal, organizational, problem solving and critical thinking skills.

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they're empowered to be their true, authentic selves.