Enterprise Technical Support Specialist, iGaming NA

Overview

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 25 years of online payment experience, an annualized transactional volume of $140 billion in 2023, and approximately 3,200 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 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

Your career starts here. Help us build and deliver innovative payment solutions. To help us fuel accelerated growth, we are looking for an experienced Enterprise Technical Support Specialist for our North America iGaming team. This role is based in Jacksonville, FL and offers a hybrid working model of working remotely while also being able to work an average of three days per week from our office in Jacksonville.

• Be a primary contact point for VIP customer requests for support, questions, guidance and service issues.
• Perform problem determination with the customer as well as conduct investigations for complex technical issues.
• Troubleshoot and resolve technical issues related to Paysafe’s applications and systems.
• Provide direct assistance and expertise to VIP clients, partners and internal teams as part of system integration projects for the entire suite of the Paysafe Payments offering (Integrating our solutions to customer platforms).
• You will participate in User Acceptance Testing (UAT) for any development initiatives.
• Provide industry leading ownership of all issues reported internally and externally; follow up on escalated issues to ensure efficient resolution of technical problems.
• Ensure prompt communication with clients, account managers and partner managers on the status of their requests for support.
• Coordinate efforts and collaborate with various internal departments (QA, Development, Technical Operations, etc.) to resolve customers’ issues and requests as required.
• Maintain ownership of assigned client issues to completion and customer satisfaction (full ownership to completion).
• Direct involvement with the department Continued Improvement Program, by providing recommendations to improve services and efficiencies in technical support (through trend analysis and customer/internal experience).
• Be a source of expertise to VIP clients by providing guidance on how to best use our technology to ensure the best experience and results for our merchants.
• Provide product knowledge expertise to our customer support agents and level 1 technical agents.
• Be a point of escalation for calls and issues coming from CS and TS level 1.
• Assist manager and VP in handling escalated technical matters and take ownership until resolution.

• Solid 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 Design
• CSS
• Webhooks
• Callbacks
• Working knowledge of Windows and UNIX operating systems.

• The candidate will possess a college degree (D.E.C), a college attestation (A.E.C) in Computer Science, programming, equivalent education or demonstrated equivalent level experience.
• You have at minimum, 2 years of experience in a customer service and technical software support role.
• You demonstrate excellent enthusiasm, can work independently and have proven problem-solving and analytical abilities.
• You possess excellent interpersonal and communication skills and can easily handle a high volume of work.
• You are responsible, a solid team player, detail-oriented, and have a strong sense of urgency and accountability.
• Welcome difficult problems and enjoy dealing…