Technical Support Representative

Unipaas is a global fintech company dedicated to providing embedded payment services for software platforms. We are regulated by the Financial Conduct Authority (FCA) as an Authorised Payment Institution and are certified as a PCI DSS service provider Level 1. Our mission is to be "The heartbeat of platforms' payment services".

Job Description:

We are seeking a highly motivated and enthusiastic Technical Support Manager to join the Customer Success team. In this role, you will be the first point of contact for our customers, resolving technical issues, driving customer satisfaction, providing training and education on product usage. You will be ensuring the company meets SLAs, handling escalations, and streamlining processes. You will oversee the optimization of customer support technology, the ticketing system, and AI support agents. You will be working closely with Unipaas' internal departments (Product, Finance, Risk, Underwriting) to resolve support requirements and incorporate client feedback.

Core Responsibilities:

• Monitor KPIs, tickets, and SLAs; drive process improvements and quality assurance.
• Serve as a primary point of contact for customer support queries, including hands-on ticket resolution.
• Handle complex customer escalations, technical troubleshooting, and root-cause analysis.
• Manage and optimize support technology, including ticketing workflows and AI support agents, to provide automated responses to customer issues at scale.
• Communicate effectively with customers via email, phone, and chat applications.
• Develop and maintain deep knowledge of UNIPaaS products and services to assist with common issues, covering a wide range of payment methods: Cards, Mobile wallets, Direct debit, Open banking payments, and POS Terminals.
• Collaborate with internal teams for problem resolution, sharing customer feedback, and communicating new feature requests.

Qualifications:

• Requires technical proficiency (networking, systems, remote tools like Zendesk / CRM / setting up automation and workflows, AI technology - advantages).
• Customer service skills, plus 5+ years in support roles.
• Demonstrated technical proficiency (networking, systems, remote tools like Zendesk/CRM, setting up automation and workflows; AI technology is an advantage).
• 5+ years of experience in technical support roles, including strong customer service skills.
• Bilingual English proficiency is mandatory for direct communication with global customers.
• Excellent internal and external communication skills. Ability to work independently and as part of a team.
• Task-oriented and highly organized.
• Strong problem-solving abilities, particularly for complex support tickets. Customer-centric approach with a positive and patient attitude.
• Bachelor's Degree is a mandatory qualification.
• Willingness to work flexible hours (Monday to Friday) to support global customers.

Bonus Points:

• Experience providing customer service in the financial services or payments industry is a strong advantage

Why Join unipaas.com?

• Innovative Environment: Contribute to revolutionizing how vertical SaaS businesses handle embedded payments.
• Impactful Role: contribute to our growth and generate opportunities through providing support.
• Collaborative Culture: Work with a passionate team of product innovators, developers, and commercial leaders.
• Growth Opportunities: become the Account manager of software platforms clients and oversee their growth.