Premium Accounts Engineer

About us

Nuvei company is a global payment technology organization with extensive growth plans for European, Asian and American markets. Nuvei has been in the payments industry for more than a decade, providing technology based innovative payment solutions to a broad range of blue-chip clients. With 1,600 team members, our offices are spread across Europe, APAC, Israel, North and Latin America.

About the position

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 matrix 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.
The instant messaging platforms and chat support agents help customers solve logistical, informational, or product-related questions without the lag time of an email conversation.

Responsibilities

• Acts as technical trusted advisor and becomes a knowledge-center about the company’s products, and a go-to person for technical queries - Becoming Nuvei brand and product expert.
• Technical Issues management, a focal point for technical queries by Premium clients.
• Focus on resolving customer concerns solely through instant messaging.
• Providing technical guidance to clients by instant messaging channels, based on established SLA.
• Be proactive - anticipating Premium merchant’s needs (or problems) before they are aware of them or need to contact us for assistance.
• Guiding clients to correct use of Nuvei's products and services.
• Investigating errors and logs and providing in-depth analysis for both clients and internal departments.
• Collecting and analyzing client requirements and translating them to Product requirements.
• Escalating technical complaints and incidents affecting the company's customers and services.
• Working with relevant stakeholders and in parallel with many internal teams.

Extra Qualifications

• Fast problem-solving skills and the abilities to analyze quantitatively, scope technical requirements and effectively prioritize program deliverables in communication with technical and non-technical stakeholders across multiple business units, while working with remote teams and external partners
• Responsible for all technical issues and updating products of Nuvei premium client from different industries – Gaming, Airline, Retail and Ecommerce.

Requirements

• BS.C in Industrial Management or BA in equivalent degree – advantage
• Hands on technical support experience in Payments/Fintech industry (ecommerce gaming, travel and retail).
• Knowledge using REST API and SDK
• Technical background - analyzing and producing reports, investigating logs, basic programming or web development skills, Internet experience, communication protocols (client-server, server-to-server, etc.) - IP, HTTP, SQL, etc.
• Fast learner, multi-tasker, and tech-oriented.
• Practice in technical Product Management \ Technical Support, or former involvement in support of Premium accounts.
• Accountability and project management capabilities
• Great interpersonal and communication skills.
• Problem-solving skills and ability to analyze complex schemes.
• Professional level of English, another language is an advantage.

Benefits

Nuvei offers a wide variety of benefits which include Medical, Dental, Vision, STD, LTD, Paid time off, 401(k) and many other great benefits.

Nuvei perks also include:

• Frequent training programs on new systems and platforms.
• Free Virtual yoga, meditation and fitness classes, community involvement, and many social activities.
• Group Private Medical Insurance
• Up to 2.5 additional days of annual leave a quarter, if company hit quarterly targets
• Employee recognition program and possibilities for advancement in various fields.
• Modern, dynamic and great work environment.

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.

#LI-CB1