Technical Operations Specialist, Ncp

Description

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) 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 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

The Technical Specialist is challenged with handling inquiries for our clients (internal and external), partners and colleagues. Acting as the second level of support for clients, the day-to-day tasks consist of:

• Handling escalated cases tracked via the case CRM.
• Acting as a council to our first level of support, responding to their technical inquiries and taking ownership of the interaction when necessary.

The ideal candidate for the role is a person who can apply what they know to a new, unknown situation and flex their problem-solving muscles. They are motivated by technical challenges with often, unclear causes and solutions. A person who understands that there are often several ways to approach a customer’s reported problem, work hand in hand with their teammates to make things right by the client and finally, report the feedback to the business so we can prevent future incidents.

The candidate should have the time management skills necessary to be able to manage their schedule between inbound interactions, research their pending cases/issues, reach out to clients to deliver the solution, and ensure their satisfaction.

Key responsibilities include, but are not limited to:

• Any other tasks as assigned by management.
• Prioritize between solving urgent and time sensitive related issues, escalate for further assistance and/or be prepared to assist with other workgroup related functions including the handling of standard inquiry types.
• Handle escalated inquiries of technical nature with investigation, analysis and communications.
• Ensure that production standards with respect to productivity, quality and attendance are met and maintained.
• Handle first level inquires as needed.
• Identify opportunities for improvement related to documentation, operational processes, and/or agent knowledge/behavior. Then recommend corrective action to management.
• Track all work within Case Management Systems.
• Follow the work schedule as agreed with Team lead.

Qualifications include, but are not limited to:

• Strong interpersonal skills
• Strong knowledge on communication protocols
• Strong knowledge of NCP APIs
• Strong knowledge of NCP reporting infrastructure
• Ability to be tactful, maintain confidence and foster a friendly, convivial, ethical work environment
• Strong knowledge of industry processes
• Strong knowledge of 3rd party payment processing back-office systems
• Strong knowledge on application log troubleshooting

Working Language

• French (written and spoken) is required for any position located within Quebec.
• English (written and spoken) is the language used most of the time, as work colleagues, clients, and strategic suppliers are geographically dispersed.

Benefits

Nuvei offers a wide variety of benefits which include:

• Hybrid working environment.
• Fresh fruit in the office, virtual yoga and meditation classes, as well as other opportunities to get involved in community outreach and employee engagement initiatives.
• Medical, Dental, Vision, LTD, Paid Vacation Time, Paid Sick Time.
• Up to 2.5 additional days of annual leave per quarter, if Nuvei achieves its quarterly targets.

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. So, please come as you are. We can’t wait to meet you.