Technical Support Manager

PayXpert; León; A distancia; EUR 30.000 - 55.000; Jornada completa

Descripción de la vacante

An innovative company is seeking a dedicated Operations Specialist to manage the technical onboarding of merchants and ensure seamless payment integration. This role involves collaborating with sales and technical teams to deliver exceptional support and maintain high performance metrics. You'll engage with diverse clients, providing ongoing technical assistance and fostering strong relationships. Join a dynamic team that values inclusivity and offers a remote work model, private health insurance, and opportunities for personal growth through language courses and engagement events. This is your chance to thrive in a fast-paced fintech environment!

Servicios

Remote work model

Private health insurance

38-hour workweek

Permanent contract

Challenging projects

Language courses

Personalized learning solutions

Engagement events

Referral bonus

Formación

• Proven experience in technical account management and integration.
• Deep understanding of e-commerce and payment processing.
• Strong technical skills with payment gateways and POS systems.

Responsabilidades

• Manage technical onboarding of new merchants for payment solutions.
• Build long-term relationships with merchants and provide support.
• Monitor performance metrics and prepare reports on system reliability.

Conocimientos

Technical Skills

API Knowledge

Communication Skills

Problem-Solving

Analytical Abilities

CRM Tools Proficiency

Educación

Bachelor’s degree in Computer Science

Bachelor’s degree in IT

Bachelor’s degree in Business Administration

Herramientas

Efficy

Planhat

Zendesk

MS Office

Descripción del empleo

PayXpert is a pioneer in omnichannel payments and a subsidiary of the Société Générale group. We serve a diverse array of local and international brands both online and in-store, spanning various sectors. At the heart of our vision is the creation of a payment ecosystem that fosters an inclusive commerce experience for all.

We have developed services that focus on revenue optimisation, performance enhancement, fraud prevention, and seamless payment orchestration. Our expertise extends to cross-border payments and alternative payment methods such as Alipay+ and WeChat Pay. Furthermore, our solutions are designed with accessibility in mind, offering features that cater to the visually impaired, ensuring everyone can engage in the modern commerce landscape.

PayXpert is part of Societe Generale Group.

The team

Our Customer Support department, spanning Spain and France, is rapidly growing to provide the best service in payments. With a dedicated team across both countries, we are committed to delivering exceptional support and ensuring seamless payment experiences for our clients.

Job Purpose

As part of the Operations Department, you are responsible for integrating our merchants before their go-live in collaboration with Sales and Accounts managers. Your technical skills in payments are essential to ensure the data and forecasts are aligned with merchant expectations and to guarantee high NES / CES scores for your portfolio.

Key Responsibilities

Technical Onboarding:

• Manage the technical aspects of onboarding new merchants, ensuring smooth integration of payment solutions.
• Work closely with merchants to gather technical requirements and configure payment systems accordingly.
• Ensure all technical information and documentation are accurately recorded and maintained.

Client Relationship Management:

• Build and maintain strong, long-term relationships with merchants.
• Serve as the primary technical point of contact during onboarding, addressing needs and resolving issues.
• Conduct regular client meetings to review technical performance and address concerns.

Technical Support and Issue Resolution:

• Provide ongoing technical support as Support Level 2, diagnosing and resolving payment-related issues.
• Escalate complex issues to internal teams to minimize disruption.
• Monitor and ensure the reliability of payment solutions during ramp-up phases.

Performance Monitoring and Reporting:

• Track key performance metrics and ensure targets are met.
• Prepare and present reports on technical performance and system reliability.
• Identify and mitigate technical risks impacting account performance.

Collaboration and Communication:

• Coordinate with sales, product development, and customer service teams.
• Communicate effectively with stakeholders to align goals.
• Inform Account Managers and merchants about new features and best practices.

Training and Education:

• Provide training on payment solutions and technologies.
• Develop and maintain technical documentation and training materials.
• Stay updated on industry trends and emerging technologies.

Process Improvement:

• Identify and implement process enhancements.
• Gather feedback to improve onboarding and support experiences.
• Apply best practices to increase efficiency.

Benefits

• Remote work model
• Private health insurance
• 38-hour workweek
• Permanent contract
• Challenging projects with passionate colleagues
• Language courses in Spanish, French, or English
• Personalized learning solutions
• Engagement events to connect UK, France, and Spain teams
• Referral bonus

Qualifications & Requirements

Education:

• Bachelor’s degree in Computer Science, IT, Business Administration, or related field.

Experience:

• Proven experience in technical account management, integration, or support, preferably in payments.
• Ability to manage key accounts and provide technical support.
• Experience with payment gateways, POS systems, PSD2, and related technologies.

Industry Knowledge:

• Deep understanding of e-commerce, payment processing, and fintech.
• Familiarity with regulations and compliance.

Skills:

• Strong technical skills and API knowledge.
• Excellent communication and interpersonal skills.
• Problem-solving and analytical abilities.
• Proficiency with CRM tools like Efficy, Planhat, Zendesk.

Technical Proficiency:

• Understanding of payment processing systems.
• Collaboration with technical teams.
• Proficiency in MS Office and relevant software.

Personal Attributes:

• Customer-focused, professional, and adaptable.
• Ability to work under pressure and manage priorities.

Languages:

• Fluent in French and English.

We promote equal employment opportunities, gender-balanced development, and a flexible, healthy working environment. Personal data collected during application will be processed in accordance with GDPR, with rights to access, rectify, delete, and object exercised by contacting our DPO at the provided address or via our privacy policy on our website.