Integration Specialist

The Operations department consists of three operational teams supporting MultiSafepay’s customers: Customer Operations, Integration Specialists, and Underwriting & Risk Monitoring. The Integration Specialist handles the more in-depth technical requests posed by merchants, partners, and fellow departments. They must have solid overall technical knowledge, and a high degree of efficiency in operational troubleshooting. 

• Troubleshoot complex cases  

Being a technical expert and efficient in troubleshooting, the Integration specialist supports our customers when implementing our solutions via one of our in-house developed plug-ins for E-commerce platforms. Merchants with a custom-built solution will rely on their investigation skills when dealing with exceptions beyond the API reference. (junior to senior level) 

• Support new implementations  

During the initial phase of a new onboarding, partners seek guidance when exploring which payment features best suit their business model. Examples: recurring payments, split setup, initial integration of direct gateways, webhook implementation and checkout customization. The Integration Specialist provides detailed instructions on the available solutions, and gives educated advice on possible setups that may benefit the partner’s business. (mainly senior level) 

• Go-to team for technical knowledge 

Aware of the complete range of features that are available within the different plugin & custom setups, the Integration Specialist team spreads knowledge throughout the organization and supports other customer-facing departments in exploring the back-office of supported e-commerce platforms, as well as API-related functions. 

• Close collaboration with the Documentation team 

On a mission to provide smooth integration instructions to our partners, the Integration Specialist contributes largely to the merchant-facing Documentation platform. Considering frequently asked questions as well as performance increasing factors, the Integration Specialist ensures that valuable instructions are forwarded to the external guides. During the support process via phone and email, merchants are educated to consult API reference and plugin information material before contacting the operational departments.  

• Collaboration with the Plugin & Product Development teams 

Being constantly exposed to feedback from our partners, the Integration Specialist builds a valuable bridge between the needs on the market, and our products. Evaluating suggestions based on the frequency of requests, as well as their personal expertise, they channel feature requests towards the technical teams, and ensure smooth contact with external parties where needed. 
 

• Escalate and de-escalate reports about bugs or platform performance issues 

In cases of payment processing issues, or lags limited to a certain technical platform or project, the Integration Specialist proficiently assesses the criticality and scope of a bug / outage. In a close connection to other technical teams, priority cases are prepared and forwarded efficiently to facilitate second-line action. Partners and fellow departments are updated with the appropriate  frequency & detail. Cases which can be de-escalated, are explained comprehensively to the reporter, and other potentially alarmed teams are informed accordingly.