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.

Fluency in English (written and verbal).
A university or college degree, or equivalent work experience.
1–2 years of experience in a customer-facing role, ideally involving technical support or online payments.
Strong analytical skills with the ability to investigate logs, produce reports, and understand communication protocols (e.g., client-server interactions).
Excellent communication skills and the ability to explain complex concepts clearly to global audiences.
A collaborative mindset and the ability to work effectively as part of a team.
Strong organizational skills and the ability to multitask in a fast-paced environment.
A professional, ethical, and tactful approach to work.
Experience working with international clients and cross-functional teams.
The ability to stay calm under pressure and adapt to changing priorities.
Rotating schedule

Enterprise Support Specialist – Payment Support

Key skills