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| Position Type: | Full-time |
| Location: | London, ON |
| Date Posted: | May 16, 2022 |
Job Description
Technical Support Agent Tier II
At Paystone, we are building the future of customer-driven growth for small businesses. Our products offer business owners both hands-off and hands-on solutions so that every customer can bring them one more.
Your Job
Our wonderful team of technology-loving guru's are looking for a spirited and energetic individual to join our Technical Support team. We do great work and have tons of fun doing it, but we are growing so rapidly that we need help maintaining our excellent level of service to our customers. If you’re the type of teammate who can be adaptive and has superpowers in positivity, this team wants you! You’ll need to navigate through various service and technical related problems and tackle new issues with equal ferocity and curiosity. A quick to think and hands-on-can-do navigation skill is required to feel fulfilled at the end of the day.
As the Technical Support Agent Tier II, your role is focused on enhancing both the activations, e-commerce platforms, and payments integrations experiences for newly boarded merchants, as well as existing customers. Reporting to the Technical Support Lead, this role involves both customer-facing requirements as well as supporting the Customer Support team with more technical items and escalations.
Why join us?
Paystone is growing and evolving on a weekly and monthly basis. We’re getting hyper-focused on filling a market gap with our product, which is also growing. We’re a group of really passionate people who really like to push the status quo and do what’s right.
Our team
We’re a team full of highly motivated and committed people. We’re evolving and changing, so if you thrive in places of transition, this is the place for you. We’re real people helping other real people solve their problems and we do it because that’s what good people do. So come work with some people who aren’t just good, they're great!
Your Focus
- You are the go-to expert for e-commerce, integrations as well as highly technical troubleshooting items.
- You love being challenged and providing out of box solutions to complicated issues
- You enjoy using your technical expertise to provide onboarding support to merchants and partners
- Integrations are your jam from creating guides to running PM management on integration setups
- Collaboration is the name of the game for you, and cross-functional ones with the Sales team to help evaluate the right solutions for prospects is a value driver for you
- You are a team player and are willing to jump in to take incoming calls from potential and existing clients (if required) and make outbound calls as required.
- You are passionate about continuous improvement of key processes and procedures as they pertain to the responsibilities of the role
Who you are:
- You have a true love for customers
- Progressive experience in a Customer/Technical Support
- Ideally, experience in e-commerce, payments
- You thrive in speaking with customers and solving technical issues
- Sweet organizational and time management skills
- Ability to gather and analyze information from multiple sources
Perks & Benefits
- Compensation tied to market data (we use Mercer)
- We reward for contribution
- Everyone gets Equity
- Unlimited Vacation - yes, for real
- We’re committed to career development
- Work from home, anywhere, or one of our hubs, your choice
- Extended Health/Dental/Vision Care (Day 1)
- Disability insurance ( Day 1)
- Employee assistance program (Day 1)
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.
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 180 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.**
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