Enterprise Support Specialist - Remote Eligible

Nuvei Enterprise Support Professional

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 payout 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 seeking an enthusiastic, result-driven professional with energy and a can-do attitude to join our international Enterprise Support team.

Your role will focus on handling escalations from clients and internal teams, investigating payment-related issues, and ensuring timely and accurate resolutions. You'll also engage with banks and partners, contribute to process improvements, and help maintain high service standards across the board. We value our employees and encourage each person to contribute ideas for improvement in both daily procedures and long-term goals. You can enjoy the satisfaction of using your skills to help people while working in a positive and encouraging office environment.

Key Responsibilities

• Coordinate and manage support requests based on priority and origin, ensuring timely handling within service level agreements (SLAs).
• Communicate with banks and Nuvei's partners as well as internal teams such as R&D and Product to support resolution of complex payment-related inquiries.
• Monitor, report, and track technical and payment-related complaints, ensuring swift and effective handling, and escalating to relevant departments when needed.
• Investigate errors and logs and provide in-depth analysis for both clients and internal departments.
• Process, investigate, and respond to escalations to ensure customers' issues reported via all channels are resolved to our client's satisfaction.
• Ensure all tasks are performed in line with the current procedures.
• Stay informed on industry trends, internal policies, and product updates to ensure accurate support and continuous learning.
• Contribute to team performance by meeting KPIs and fostering a collaborative work environment.
• Perform other tasks assigned by management to support team and company goals.