Customer Support Agent (Bilingual)

Help Businesses Build Customer Loyalty with DataCandy!

At DataCandy, we empower businesses to strengthen customer relationships through seamless gift and loyalty solutions. Our platform helps companies of all sizes create customized rewards programs, drive customer retention, and boost revenue.

We’re looking for a bilingual Customer Support Agent to assist our clients in navigating and optimizing our DataCandy platform. Your role will be crucial in ensuring businesses maximize the benefits of our gift and loyalty solutions by providing expert guidance and troubleshooting support.

What You’ll Be Doing

As a Customer Support Agent, you will play a key role in delivering exceptional service to our clients. You’ll be responsible for troubleshooting issues, answering inquiries, and ensuring our customers get the most out of their gift and loyalty programs.  Here’s what you will achieve:

• Provide timely and efficient support during business hours, meeting service level expectations.
• Prioritize first-contact resolution, ensuring most issues are addressed immediately or within the same day.
• Follow up with clients on open tickets, driving quick resolutions and high customer satisfaction.
• Track and analyze support metrics, reporting key insights to improve service quality.
• Implement process enhancements to maintain and improve support KPIs.
• Manage gift and loyalty card orders by coordinating with third-party manufacturers.
• Continuously improve and refine support processes to align with evolving customer needs.
• Work closely with developers and technical teams to troubleshoot and resolve complex platform-related issues.

What You’ll Bring

We’re looking for a customer-focused problem solver who thrives in a fast-paced environment and is passionate about helping businesses succeed.  Here’s what you will bring:

Skills & Qualifications:

• 2+ years of experience in customer support or a related field.
• Fluency in French and English, with excellent verbal and written communication skills.
• Strong troubleshooting skills to quickly diagnose and resolve customer issues.
• Customer service mindset, with a passion for helping users and ensuring their success.
• Effective communication skills, with the ability to explain technical concepts clearly.
• Proactive approach to problem-solving, ensuring no issue is left unresolved.
• Ability to stay calm under pressure, handling urgent issues or difficult customer interactions professionally.

Bonus Skills That Make You Stand Out

• Experience with Microsoft Excel.
• Basic programming or coding knowledge.
• Understanding of contact center KPIs (e.g., first call resolution, customer satisfaction, and average handling time).

Perks & Benefits

• Compensation tied to market data
• We reward for contribution
• Everyone gets equity
• Flexible Time-off
• We’re committed to career development
• Work from home

Our Mission

By joining Paystone, you are joining a team that is future-focused and driven by our mission of creating Customer Driven Growth.

By helping our clients create better experiences for their customers, and in turn, motivating their happy customers to share their experiences with others, our platform creates the momentum for our clients to gain more happy customers. In other words, we win when our customers do.

Curious?

Good! We want all the curiosity we can muster. Innovation stems from observation and questioning, so be eager, be innovative, and be ready to raise the bar.

Come check us out!!

paystone.com
datacandy.com
get.nicejob.com

About Us

Paystone is a leading North American payment and software company redefining the way merchants engage their customers and grow their businesses. The company's seamlessly integrated suite of automated payment processing, customer loyalty, gift card solutions, and now reputation marketing, is used by brands such as Irving Oil, The Source, Global Pet Foods, Kernels Popcorn, and many of the MTY Food Group's restaurant brands. Paystone's solutions are used at over 30,000 locations across Canada and the United States which collectively process over 10 billion dollars a year in bankcard volume. We employ over 200 employees and serve as the technology partner of choice for hundreds of partners across North America.

**Paystone is an equal opportunity employer. Should you require any accommodations due to disability please let us know at the time you are selected for an interview.**