Technical Support Specialist – Payments Platform

About the Role

Step into the frontline of global fintech as a Technical Support Specialist, serving as the critical first point of contact for an expansive ecosystem of global clients. You will drive rapid triage and swift resolution of technical issues, ensuring an exceptional and seamless customer experience. If you are passionate about problem-solving and thrive in a fast-paced environment where your support directly empowers businesses to scale, this is your opportunity to make a tangible impact.

About the Client

Our partner is a payment gateway provider that operates a massive ecosystem of brands. They simplify complex payments through smart routing technology, real-time monitoring, and SSL/PCI DSS Level 1 security.

As their exclusive recruitment partner, we manage their full-cycle talent acquisition.

What You Will Do

• Serve as the crucial initial point of contact for all incoming client issues, accurately logging, categorizing, and prioritizing support tickets.

• Achieve a high First Call Resolution (FCR) rate by swiftly troubleshooting and resolving routine issues, known errors, and basic platform queries utilizing established knowledge base articles and runbooks.

• Collect and methodically analyze essential user, transaction, and system information before attempting a fix or initiating an escalation.

• Maintain pristine clarity and detail across all ticket notes, meticulously documenting the diagnostic steps taken and all customer communications.

• Identify and escalate complex issues that exceed your technical scope with speed and efficiency, ensuring all prerequisite information is perfectly packaged for higher-tier teams.

What You Bring

• Exceptional Communication: Outstanding written and verbal skills, with a proven ability to manage customer expectations and defuse frustration using a highly professional and empathetic approach.

• Fintech Foundations: A solid baseline understanding of core payment concepts, platform features, and the end-to-end customer transaction journey.

• Technical Aptitude: The ability to perform fundamental diagnostics, troubleshoot common access issues, and confidently verify system status and connectivity.

• Process Discipline: Strict adherence to documented procedures, operational runbooks, and critical initial-response SLAs.

• Customer-Centric Mindset: A proactive, detail-oriented approach to support, dedicated to providing reliable solutions in a dynamic, high-volume environment.

What's in It for You

• Competitive Compensation: Attractive remuneration package complete with an annual performance review.

• Work-Life Balance: 24 working days of annual vacation, plus additional paid sick days, ensuring you have the proper time to rest and recharge.

• Comprehensive Health: Premium global coverage health insurance to keep you covered.

• Continuous Growth: Robust learning and development opportunities, tackling interesting and challenging support tasks.

• Commuter Benefits: Monthly transport compensation of €200 net.

• Lifestyle & Wellness Perks: Partial compensation for tennis lessons, alongside English and Portuguese language classes to help you localize and thrive.

• Vibrant Culture: Regular team-building activities in a collaborative, forward-thinking environment based out of our modern Lisbon office.