We are looking for an energetic, outgoing, candidate to join our newly formed Global Merchant Support team.

Reporting to the Operational Manager EEA, the Global Support Specialist is responsible for ensuring that the communication received via our corporate website, chat support, and other sources of written escalations are processed to our client’s satisfaction and within expected service level.

The Global Support Specialist requires a deep understanding of the organization and all its areas to accurately identify where to escalate customer issues and ensure those issues are resolved efficiently.

Duties include assigning, investigating, completing, and responding to escalations from our customers and other departments. The Global Support Specialist will also assist customers on behalf of the Customer Experience teams, ultimately resolving our customers’ issues with high quality standards and within expected service level.

THIS IS A HYBRID ROLE

Duties/Responsibilities

• Manage inbound communications from our corporate website
• Coordinate and manage an inbound queue of written communication
• Process and respond to escalations via tickets, emails, and chat to ensure customer requests/issues reported through these channels are resolved to our client’s satisfaction
• Escalate cases to different departments based on the category/variety of the request/issue
• Follow up with other departments when needed to ensure that they are working to resolve our customers’ requests/issues
• Communicate directly with customers to retrieve documents or additional information
• Update/document accounts on our internal data bases and ticketing systems with details on all actions taken
• Handle weekly and/or monthly projects assigned to the team
• Take support calls or assist with escalated issues to ensure service levels are met during peak periods
• Perform any other related tasks that are deemed essential to the success of the company and the satisfaction of our customers

Qualifications (skills/experience)

• At least 2 years of experience in Customer Support roles
• Fluent written and verbal communication skills in English. Spanish and French are considered a plus
• Strong organizational skills and ability to multitask
• Ability to be tactful, maintain confidence, and foster an ethical working environment
• Proven ability to work with grace under pressure in a dynamic team environment
• Highly collaborative, good verbal and written communication skills, and capable of working as part of a team
• Able to communicate complex concepts to diverse global audiences in a clear and concise manner
• Independent and self-reliant personality
• Ability to think outside the box, demonstrate creativity, and to introduce new ideas
• Advanced computer, typing, and MS Office suite skills.
• Ability to take initiative and to be accountable for the quality of their work

Benefits

Nuvei offers a wide variety of benefits which include Medical, Dental, Vision, STD, LTD, Paid time Off, Sick Time, 401K and many other great benefits.

Nuvei perks also include:

• Long Term Incentive Program (LTIP) is an annual employee reward plan which allows Nuvei to make awards of Restricted Stock Units (RSUs) to all new employees.
• Frequent training programs on new systems and platforms.

• Free Virtual yoga, meditation and fitness classes, community involvement, and many social activities.
• Employee recognition program and possibilities for advancement in various fields.
• Modern, dynamic and great work environment

We’re dedicated to continually improving our product and providing relentless customer service, and we’re always looking for people to join us on the journey.

Nuvei is a team of smart, passionate people always looking to grow, contribute, and make our product and customer service the best it can be. Our team members come from diverse backgrounds with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they’re empowered to be their full, authentic selves, regardless how you identify.

So, please come as you are. We can’t wait to meet you.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.