Enterprise Technical Support Specialist, iGaming NA

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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 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.

As a member of our VIP 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 VIP customer base as well as internal departments across our North America business.

Key Roles and Responsibilities

• 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 closely on all issues that have been escalated in order 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.
• Follow-up closely on all issues that have been escalated in order to ensure efficient resolution.
• 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 that will improve services to customers as well as improve efficiencies in technical support. (Through Trend analysis, Customer experience, internal experience).
• Be a source of expertise to VIP clients by providing guidance on how to best use our technology that ensures 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 be the owner till resolution

Required technical skills:

• 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.

Education and Qualifications

• The candidate will possess a college degree (D.E.C), a college attestation…