Technical Support Agent

We are currently seeking an energetic individual to join our Technical Support team on a full-time basis and help us in assisting our client base. The right candidate will be someone who can be adaptive and has superpowers in positivity. If you’re this type of teammate, this team wants you!

Reporting to the Team Lead, Technical Support, the Technical Support Agent will be responsible for managing inbound calls and support requests from our customer base and sales agents, helping them navigate through various service and technical issues to satisfaction.  The candidate must be fluent in English and French.

Responsibilities:

• Assist with installations, configurations, and hardware management
• Resolve issues in a timely and thorough manner via phone and e-mail
• Follow documentation and training materials to diagnose, resolve and escalate customer/sales agent calls when necessary 
• Take initiative to research and manage issues outside documented occurrences
• Diagnose mechanical, hardware, software and systems failures using established procedures and liaising with cross-functional teams
• Understand the value proposition of Paystone products and services to provide customers with beneficial recommendations
• Be the ‘Voice’ of the customer, representing the merchant base effectively by understanding their business needs, product, process, and system requirements to influence and define our future direction
• Proactively identify, analyze, and suggest improvements to existing business processes for peak performance and enhanced customer experience.

Skills and experience:

• A love of learning
• A solid grasp of communication (ability to walk someone through the basics)
• General knowledge of customer service practices and procedures
• Good telephone and communications skills
• Demonstrates self-control and understanding of customer situations
• Basic knowledge on internet functions (Modems, Routers, Dynamic/Static IP)
• Ability to understand and carry out instructions in written, oral, or diagram form
• Sweet Internetting skills
• High energy / positive mojo 

Hours of work:

• 7.5 hours / day
• Monday – Friday 
• Shifts can be set between 8:00 AM and 8:00 PM EST

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. The fintech company employs over 150 employees and serves 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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