.The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners to help them grow.WE ARE NUVEI.
Nuvei (NASDAQ: NVEI) (TSX: NVEI) is 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 47 markets, 150 currencies, and 586 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 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!Role OverviewThe Nuvei Premium Service Engineer acts as the trusted advisor to premium partnership accounts and a strategic focal and escalation point for technical improvements, business requirements, and critical incidents that may arise.
The Premium Service Engineer manages our biggest client's production technical issues through an instant messaging app, provides technical support, resolves merchant service inquiries, or offers additional forms of real-time problem-solving while coordinating requirements in cross-company collaborations.Responsibilities Acts as a technical trusted advisor and becomes a knowledge center about the company's products, and a go-to person for technical queries.
Manages technical issues and serves as a focal point for technical queries by premium clients.
Focuses on resolving customer concerns solely through instant messaging.
Provides technical guidance to clients via instant messaging channels, based on established SLA.
Anticipates premium merchants' needs or problems before they are aware of them.
Guides clients in the correct use of Nuvei's products and services.
Investigates errors and logs and provides in-depth analysis for clients and internal departments.
Collects and analyzes client requirements and translates them to product requirements.
Escalates technical complaints and incidents affecting the company's customers and services.
Works with relevant stakeholders and collaborates with many internal teams.
Minimum Qualifications BS.C in Industrial Management or BA in equivalent degree – advantage.
Hands-on technical support experience of 5+ years.
Knowledge of using REST API and SDK.
Technical background in analyzing and producing reports, investigating logs, and basic programming or web development skills.
Fast learner, multi-tasker, and tech-oriented.
Experience in technical product management or technical support for premium accounts.
Accountability and project management capabilities