Technical Support Specialist

Paysafe•Jacksonville, FL

16d

About The Position

Paysafe is seeking a Technical Support Specialist to support its Enterprise and SMB merchants, as well as internal departments. The role represents the company brand by providing exceptional support, expert guidance, and service. The specialist handles merchant requests and payment-related issues, investigates and resolves technical problems involving Paysafe applications and systems, and coordinates with internal teams and stakeholders to achieve effective resolutions. The role also participates in an out-of-hours on-call rotation.

Requirements

At least 2 years of experience in technical support.
Knowledge of how to handle confidential information professionally.
Understanding of major internet protocols and languages, including HTTP, HTML, web services, XML, REST, and JSON.
Ability to communicate effectively and professionally in English, both verbally and in writing.
A strong sense of responsibility, teamwork, attention to detail, urgency, and accountability.

Nice To Haves

Familiarity with web-based applications and e-commerce principles such as webhooks, callbacks, and CSS.

Responsibilities

Provide email and phone support to existing merchants.
Serve as a primary point of contact for merchant requests, questions, guidance, and service issues.
Analyze merchants’ payment-related issues, assist with disputes, and provide sustainable solutions.
Perform problem determination with merchants and investigate technical issues.
Troubleshoot and resolve technical issues related to Paysafe’s applications and systems.
Communicate promptly with merchants, account managers, and partner managers about request status.
Collaborate with internal teams, including Development, Technical Operations, Compliance, Payments, and Legal, to resolve customer issues and requests.
Take ownership of reported internal and external issues, including following up on escalations to ensure efficient resolution.
Participate in the out-of-hours on-call rotation.
Follow best-practice ticket management processes, keep owned tickets handled and updated in a timely manner, and make every effort to meet service levels.