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.

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

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.

Compensation

for the cost of English and Portuguese language classes (for localization purposes).

for tennis lessons. Global coverage health insurance. Time for proper rest, with 24 working days of annual vacation and additional paid sick days.

- 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. By submitting your application, you agree to our Privacy Policy.

Technical Support Specialist – Payments Platform