Principal Duties and Responsibilities (in order of importance)
- Assist frontline specialists with escalations and general support needs via assist queues and other means (i.e. chat, email, etc.)
- Monitor queues, specialist adherence, and share service level updates
- Assist with system access tickets
- Follow outage procedures during on and off hours
- Provide assistance to Help Desk and Tech Support with incoming calls when call volume requires it and complete case review if needed from client follow-ups
- Coach frontline specialists through various mediums (i.e. huddles, reworks, email, new hire training)
- Assist as subject matter expert and peer support during training and/or upskilling
- Handle special projects and tasks as assigned by Management
Core Competencies:
- Able to navigate multiple technologies while staying engaged with our merchants
- Demonstrate resiliency and extreme adaptability in a fast-paced environment
- Possess strong customer focus with the ability to have detailed conversations with our merchants
- Take ownership of each merchant interaction while treating them with respect and responding with empathy
- Document customer account activities thoroughly and concisely
- Demonstrate personal excellence including punctuality, integrity, and accountability
- Approach problems logically and with good judgment to ensure the appropriate customer outcome
- Make appropriate decisions on behalf of our merchants quickly and effectively
- Effectively prioritize work to ensure efficiency
- Abide by all applicable regulatory and department practices and procedures
- Have the ability to work independently and in a team environment
- Think critically and exercise independent judgement
Knowledge and Experience
- Payments industry experience servicing merchants or relevant customer support experience, either by phone or in person
- Background and experience in Merchant Services Enterprise Call Center (ECC) or related function required
- Must be willing to work in an environment that requires 100% phone-based customer interaction
- Proficiency with data tools (excel, database), data visualization tools (PowerPoint, Tableau) are strongly preferred
- Bilingual English/French is highly preferred
Work Schedule
- Must be willing to work schedules during our operating hours, which includes bank holidays
- Must be willing to work in office three days per week
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