Technical Support Specialist – Payments Platform

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.

This role operates on a 24/7 shift schedule to ensure continuous global support.

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

• Availability: Willingness and ability to work a rotational 24/7 shift schedule (including nights, weekends, and holidays).
• 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. 

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