Customer Support Admin

Customer Support Admin

Title: Customer Support Administrator

Reports to: Accounts and Billing Lead

Position Summary:

The Customer Experience Administrator at Paystone is focused on enhancing the client experience – this involves both direct contact with our clients and supporting the Customer Support team with administrative or other related responsibilities. The Customer Support Administrator will be a key contact for account related changes, as well as the central administrator of these accounts; working closely with both external clients as well as internal client service teams.

Responsibilities:

• Understand and administer account change processes from beginning to end
• Contact existing clients to collect required documents and supplemental information, as needed
• Review and verify the accuracy of the required documentation
• Monitor the Account Changes inbox for all inquiries 
• Escalate any documentation issues to external parties for review
• Answer incoming calls from potential and existing clients (if required), and make outbound calls as required
• Help to solve and diffuse complex customer questions and cases and offer solutions based on their needs
• Upkeep of associated internal Customer Service manuals and procedures
• Assist in general collection administration as needed
• Assist in general customer service inquiries as needed
• Ensure accurate billing through proper account administration
• Continuous improvement of key processes and procedures as they pertain to the responsibilities of the role 
• Assist in managing the customer support email flow

Requirements

• Strong organizational and time management skills
• Ability to gather and analyze information from multiple sources
• Able to work in a fast paced environment
• Experience in customer service (in a financial services environment preferred)
• Exceptional communication skills, both written and verbal, including an ability to diffuse escalated customer requests
• Passion for human interaction and engagement
• Attention to detail and diligent in data entry activities
• French bilingual is an asset
• Post-secondary education is an asset

About Paystone

Paystone is a leading Canadian provider of payment processing and customer engagement solutions. Our secure, user-friendly solutions are used at over 25,000 locations across Canada and the United States by thousands of companies, including the ALDO Group, The Source, Booster Juice, Global Pet Foods, Kernels Popcorn and 50 of the MTY Food Group's restaurant brands

Paystone is a hub of innovative thinkers looking to create a safer, faster and smarter payment and customer engagement solutions for our customers. Named one of ‘Canada’s Fastest-Growing Companies’ 3 consecutive years in a row and recognized as one of Canada's Best Workplaces in Technology’ 2 years in a row we are committed to excellence both internally and externally!

Why work for Paystone?

Certified as one of Canada’s Best Workplaces our office culture is like no other – with many virtual social events such as gaming events, fitness activities and comedy events. We offer flexible scheduling to promote a healthy work/life balance, a company perk plan through Perkopolis. We also employ an engaged and diverse workforce of all ages and ethnicities.

If you yearn to be part of a passionate, driven team whose primary vision is to forge meaningful, personal relationships with its clients all whilst working in an upbeat, fun and motivating environment then we want to meet you!

**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.

Apply now