Specialist I, Merchant Support, Canada

Title

Specialist I, Merchant Support, Canada

Business Canada

Reports to

Manager, Operations

Position Overview

In this role you will act as first point of contact for our clients to resolve their queries and perform other day to day tasks required to support the Canadian business operations. Collaborating with teams (engineering, IT, accounting, finance, sales, account management etc.) across the business you will analyze, and problem solve a variety of queries whilst developing your understanding of the Payroc Canada products, systems, and processes. We want passionate, highly motivated, multi taskers, who will go the extra mile and deliver the best-in-class customer experience in a dynamic, fast paced environment.

Duties And Responsibilities

• Be the first point of contact for clients via email and phone and provide excellent client service
• Onboard new clients in a timely manner with best-in-class accuracy
• Resolve client queries with high degree of accuracy by conducting thorough research and analyzing available data
• Collaborate with other internal teams such as technical support, risk, business development, for cascading and or escalations of clients’ concerns
• Learn and maintain in-depth knowledge of functionalities for all systems used by the team
• Perform tasks associated with managing day to day business operations
• Contribute to process documentation and enhancement by identifying sources of client issues, recognizing trends and implementing solutions
  
  

Qualifications

• Up to 2 years of experience in customer service and/or business operations
• Post-secondary education in Accounting or Business or Math, or related fields; Bachelor’s degree preferred
• Experience in a supporting role within a fintech environment, with a focus on payments. Previous experience in tech support/technical operations, this would also be an asset
• Tenacious, curious, high energy, self-motivated, team player with a passion for solving customer problems
• Well organized with excellent written and verbal communication skills
• Detail-oriented, resourceful and have good analytical and problem-solving skills
• Thrive in a dynamic and demanding environment; ready, willing and able to learn and improve every single day
• Handle high ticket volume in an organized and efficient manner
• Are a quick study, being able to learn systems and processes rapidly as well as the world of payments
• Able to learn how to work independently with minimal supervision after initial learning period
• Proficient in Microsoft Excel
• Not required but highly desirable
• Experience in the Payments Industry
• Verbal and written communication skills in French
  

Travel Component

• N/A
  
  

Working Conditions

• Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods
• Frequent interaction with team members, management, agents, Business Development Managers (BDMs), and external partners to facilitate smooth operations and collaborations
  
  

Job Classification

• Exempt
  
  

At Payroc we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals’ qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at HR@payroc.com