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Technical Support Specialist



IT, Customer Service
Posted on Thursday, February 8, 2024

About Paysafe

Paysafe (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 20 years of online payment experience, an annualized transactional volume of over $130 billion in 2022, and approximately 3,300 employees located in 12+ countries, Paysafe connects businesses and consumers across 100 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.

Are you ready to make an impact? Join our team that is inspired by a unified vision and propelled by passion.

Position Summary:

To help us fuel accelerated growth, we are seeking a skilled Technical Support Specialist. As a member of our Technical Support team, you will be an important representative and ambassador of the company brand, by providing exceptional levels of support, expert guidance, and service. You will be serving both our merchant customer base as well as internal departments. This team supports Paysafe merchants across North America, and you will be working hand in hand with other support members located in our Montreal and Houston offices. As our Canadian merchants represent an important part of our business, fluency in both English and French is required.

This role will be based in our North American HQ in Jacksonville, FL and offers a flexible hybrid work environment. You will have a blend of 3 in-office days and 2 remote working days during the week.

Your responsibilities would include:

  • Troubleshoot tier-1 technical issues related to Paysafe applications and systems, as well as provide the highest quality customer service for non-technical inquiries affecting our client base. Support is provided by Phone and Email.
  • Assist clients, partners and internal teams with system integration projects, for the entire suite of the Paysafe offering.
  • Assist merchants for Post technical issues and customer complaints.
  • Troubleshoot and resolve technical issues, set up report accesses upon merchants’ requests in a SFTP format.
  • Collaborate with various internal departments (QA, Development, Technical Operations, etc.) to resolve customers’ inquiries (specifically gateway related issues), and identify, investigate and escalate system issues as required.
  • Provide UAT for development initiatives.
  • Provide industry leading ownership of all issues reported internally and externally. Follow-up closely on all issues that have been escalated in order to ensure efficient resolution of technical problems.
  • Support our Sales Agents with product knowledge when required.

Please note that you eventually will be required to work on-call rotations outside regular working hours. On-call duties are supported by our strong compensation plan.

Qualifications and Experience:

  • Minimum of 2 years of experience in a customer service and technical software support role.
  • Bilingual – English and French (spoken and written)
  • Basic understanding and hands on experience with major Internet protocols and languages: HTTP, HTML, Web Services, XML, REST, JSON.
  • Familiarity with web-based applications and e-commerce principles.
  • Responsive DesignCSS
  • Webhooks
  • Callbacks
  • Working knowledge of Windows and UNIX operating systems.
  • Demonstrated enthusiasm, with ability to work independently and have proven problem-solving and analytical abilities.
  • Effective communicator who can easily handle a high volume of work.
  • Responsible team player, who is detail-oriented and has a strong sense of urgency.
  • Proficiency in MS Office and has especially strong skills in Excel.

Life at Paysafe:

Our culture values humility, high trust & autonomy, a desire for excellence and meeting commitments, strong team cohesion, a sense of urgency, a desire to learn, pragmatically pushing boundaries, and accomplishing goals that have a direct business impact. We encourage you to apply even if your experience does not exactly align as we value diverse thoughts, experience, and backgrounds.

Equal Employment Opportunity

We provide equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments, please let us know. We will be happy to help and look forward to hearing from you.