Technical Support Manager

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 of integrating our merchant before their go live in collaboration with Sales and accounts managers. Your technical skills in payment is a must have to ensure the date and forecast committed with a merchant and guarantee and good NES/CES scoring of your portfolio.

Key Responsibilities

Technical On-boarding:

• Manage the technical aspects of on-boarding new merchants, ensuring smooth integration of payment solutions.
• Work closely with merchants to gather technical requirements and configure payment systems to meet their needs.
• 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 for merchants, addressing their needs and resolving issues during the on-boarding phase.
• Conduct regular client meetings to review technical performance and address any concerns requested by the merchants or by the Account Manager.

Technical Support and Issue Resolution:

• Provide ongoing technical support to merchants as Support L2. Diagnosing and resolving payment-related issues when Front Line Support cannot handle.
• Escalate complex technical issues to internal teams as necessary to ensure minimal disruption to the client.
• Monitor and ensure the reliability and performance of integrated payment solutions and the ramp-up phase with the Account Manager.

Performance Monitoring and Reporting:

• Track and analyze key performance metrics for merchant accounts to ensure targets are met on demand.
• Prepare and present regular reports on technical performance, system reliability, and account status to internal stakeholders and merchants.
• Identify and address any technical risks or issues that could impact account performance.

Collaboration and Communication:

• Work closely with sales, product development, and customer service teams to ensure a seamless on-boarding process and ongoing support.
• Communicate effectively with internal and external stakeholders to align on goals and expectations.
• Keep AM and Merchant informed of new product features, updates, and best practices on demand.

Training and Education:

• Provide training to merchants on how to effectively use payment solutions and related technologies.
• Develop and maintain technical documentation, guides, and training materials to support merchant on-boarding and usage.
• Stay updated on industry trends, emerging technologies, and best practices to provide relevant information to merchants.

Process Improvement:

• Identify opportunities to improve the technical on-boarding and support processes.
• Gather feedback from merchants and internal teams to enhance the integration and support experience.
• Implement best practices and process improvements to increase efficiency and effectiveness.

Payxpert Benefits:

Remote Model

Permanent Contract

Challenging projects: With us, you will have the chance to participate in a variety of technical projects amongst passionate and skilled colleagues

Free language courses: learn Spanish, French or improve your English skills at your disposal

Learning Solutions According to your needs

Events: we do believe in the importance of meeting our colleagues in an informal and natural environment to build connections between UK & France & Spain. Please take part on our awesome engagement events…

Referral Bonus

Qualifications & Requirements:

Education:

• Bachelor's degree in computer science, Information Technology, Business Administration, or a related field.

Experience:

• Proven experience in a technical account management, integration, or support role, preferably within the payment industry.
• Demonstrated ability to manage key accounts and provide exceptional technical support.
• Experience with payment gateways, POS systems, Payment Service Directive v2 (PSD2) and other payment technologies is a must have.

Industry Knowledge:

• In-depth understanding of the payment industry, including e-commerce, payment processing, and financial technology (settlement. Invoicing).
• Familiarity with industry regulations, compliance requirements, and best practices.

Skills:

• Strong technical skills, with the ability to understand and work with payment technologies and APIs.
• Read and understand the PHP and javascript is a must
• Excellent communication and interpersonal skills, with the ability to build and maintain client relationships.
• Problem-solving abilities to diagnose and resolve technical issues effectively.
• Strong analytical skills to monitor performance metrics and make data-driven decisions.
• Proficiency in CRM software like Efficy, Planhat and Zendesk and other relevant tools.

Technical Proficiency:

• Understanding of payment processing technologies and systems.
• Ability to collaborate with technical teams to address client needs and resolve issues.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software.

Personal Attributes:

• Strong customer focus and commitment to delivering exceptional service.
• High level of integrity and professionalism.
• Ability to work under pressure and manage multiple priorities.
• Adaptability and willingness to stay updated with in.