Technical Support Specialist – Payments Platform

Description

Summary: Join PGWay as a Technical Support Specialist, serving as the front-line resolver for clients and focusing on initial contact, triage, and rapid resolution of technical issues. Highlights: 1. Front-line resolver for client technical issues 2. Focus on rapid resolution and excellent customer experience 3. Opportunity for continuous learning and development **PGWay** is a cutting\-edge payment gateway provider revolutionizing global transactions for the iGaming industry and beyond. Operating within a massive ecosystem of 120\+ brands, PGWay offers 150\+ payment methods, multi currency support, and proprietary technology with SSL encryption and PCI DSS Level 1 compliance. Our all\-in\-one platform simplifies payments through smart routing, real\-time monitoring, and tailored strategies, empowering businesses to scale globally while ensuring seamless, secure transactions. As a part of our continuous growth we are looking for a **Technical Support Specialist**, who will be serving as the front\-line resolver for our clients. You'll focus on initial contact, triage, and rapid resolution of common, documented technical issues to ensure an excellent customer experience. ### **Responsibilities** * **Front\-Line Triage:** Serve as the initial point of contact for all incoming client issues, accurately logging and prioritizing tickets. * **Rapid Resolution:** Achieve a high rate of First Call Resolution (FCR) by troubleshooting and resolving routine issues, known errors, and basic platform queries based on established knowledge base articles and runbooks. * **Information Gathering:** Methodically collect all necessary user, transaction, and system information before attempting a fix or escalating. * **Documentation:** Maintain exceptional clarity and detail in all ticket notes, documenting steps taken and customer communications. * **Escalation:** Identify issues that exceed scope and escalate them promptly and efficiently, ensuring all pre\-requisite information is attached. ### **Requirements** * **Communication:** Exceptional written and verbal communication skills; ability to manage customer expectations and defuse frustration with a professional, empathetic approach. * **Foundational Knowledge:** Basic knowledge of payment concepts, platform features, and the customer journey. * **Technical Aptitude:** Ability to perform basic diagnostics, troubleshoot common access issues, and verify system status/connectivity. * **Process Discipline:** Strong discipline in adhering to documented procedures, runbooks, and meeting initial response SLAs. **Benefits** * Learning and development opportunities and interesting challenging tasks. * Opportunity to develop language skills, with partial compensation for the cost of English and Portuguese language classes (for localization purposes). * Partial compensation for tennis lessons. * Global coverage health insurance. * Time for proper rest, with 24 working days of annual vacation and additional paid sick days. * Transport compensation \- 200 euros net per month. * Competitive remuneration level with annual review. * Team building activities. You have the opportunity to work in our office in **Lisbon.** **By submitting your application, you agree to our** **Privacy Policy.**