Technical Support Specialist

About the role

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.

Responsibilities

• 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

Requirements

• 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

Qualifications

• 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

Skills

• 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

Benefits

• Equal Employment Opportunity

Pay

N/A

Schedule

N/A