Technical Support Specialist

About the role: We are looking for 4 Technical Support Specialist to join Enfuce. This role plays a key role in ensuring excellent customer experience by providing timely and effective 2nd line support and consultation for Enfuce's products and services. This position is responsible for handling customer inquiries, troubleshooting issues, and ensuring that customer needs are met efficiently.

The Technical Support Specialist works closely with internal teams to improve processes, enhance service quality, and contribute to customer satisfaction and loyalty.By leveraging technology, process optimisation, and a proactive approach, this role significantly contributes to improving NPS and long-term business success.

What you'll be doing: Manage and resolve 2nd-line technical support tickets related to Enfuce's products and services, including transaction processing, card lifecycle events, disputes, and integrations, ensuring adherence to SLAs

Investigate and troubleshoot issues using platform tools, logs, reporting data, and system configurations to identify root causes and recommend corrective actions

Handle dispute cases and chargeback workflows, including technical analysis, reporting, and customer consultation in line with regulatory and scheme requirements

Produce and maintain operational and technical reports, including dispute metrics, digital wallet performance, and SLA compliance

Provide technical consultation and training to customers on Enfuce's self-service tools, APIs, and dashboards to enable efficient issue resolution and independent usage

Act as a liaison between customers and internal teams by translating customer issues into clear technical requirements for Product, Engineering, and Operations

Continuously improve support processes by leveraging automation, AI-assisted workflows, and self-service capabilities to reduce manual effort and improve resolution times

What you'll bring: 2+ years' experience in customer facing roles within payments and/or high