Technical Support Specialist

About the role:

• Technical Support Specialist at Enfuce 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 growth technology driven startup environment

• Excellent communication skills in English, both written and spoken, with great collaboration skills

• Excellent attention to detail and ability to manage high volumes while staying deadline-driven

• Growth mindset, curious to learn about card issuing and the payments industry

• Have honest and bold ambition, eager to grow with Enfuce in line with our values

• Experience with ticketing systems (ie. Jira Service Management) and a general technical aptitude for learning new systems and tools

• Familiarity with APIs, SQL queries and access management

Bonus points:

• Experience and/or certifications in dispute management.

• Basic understanding of accounting.

• Experience using and/or implementing AI tooling in customer facing contexts.

• Professional proficiency in Finnish, French, German, Swedish, or Italian.

Why You’ll Love Working At Enfuce:

• High autonomy & ownership: We give you the freedom to own your work and trust you to make the best decisions for your projects.

• Top-tier talent: Join a team of industry experts and highly skilled professionals who are as passionate as you are about innovation.

• Unlimited growth potential: We support your ambition with plenty of room for personal and professional growth within the company.

• Flexible, remote work: Work from anywhere up to 30 days, in an environment that values flexibility and work-life balance.

• A supportive culture: You’ll be part of a team that encourages, motivates, and celebrates success together.

Comprehensive benefits package: We take care of our people with great benefits to match the value you bring.

Benefits & Perks:

Fair pay and employee stock option:

• We value the input of every employee and want you to tap into the growth we build together. That’s why our salaries are competitive and reassessed regularly, and you have access to an employee stock option program.

Flexible Paid Time Off

• We offer a flexible paid time off policy, providing up to 5 weeks of annual vacation days and paid family leave (subject to country regulations). Additionally, you can benefit from hybrid or remote work options, promoting a healthy work-life balance.

Regular Fun With Your Team

• To spend other than work-related time with your teammates, you get a team activity budget for three quarters a year. The fourth quarter is reserved for a company-wide event.

Individual Learning Budget

• You get a yearly learning budget to use for courses and other relevant learning opportunities that help you develop your skills.