Specialist Ii, Merchant Support, Canada

Specialist II, Merchant Support, Canada

Reports To

Senior Director, Merchant Support, Canada

Job Purpose

In this role you will act as first point of contact for our clients to resolve their queries and perform other day to day tasks required to support the Canadian business operations. Collaborating with teams (engineering, IT, accounting, finance, sales, account management etc.) across the business you will analyze, and problem solve a variety of queries whilst developing and ultimately utilizing your expertise on the Payroc Canada products, systems, and processes.

We are seeking people who want more than just a job, they want to build a career! While the team will support you as you learn the ropes, the goal and expectation is that you will become a highly independent problem solver who the Senior Director will depend on to get simple and complex issues resolved with a high degree of accuracy and also be a guide to others on the team. We want passionate, highly motivated, multi taskers, who will go the extra mile and deliver the best-in-class customer experience in a dynamic, fast paced environment.

Duties And Responsibilities

• Learn and maintain in-depth knowledge of Payroc Products and various Systems used by the team
• Onboard new clients in a timely manner with best-in-class accuracy
• Be a highly independent member of the team (ability to tackle any issue) who the Senior Director can depend on to get things done and guide others on the team
• Be the first point of contact for clients via email and phone and provide excellent client service
• Perform any tasks associated with managing day to day business operations
• Contribute to process documentation and enhancement by identifying sources of client issues, recognizing trends and implementing solutions
• Resolve basic as well as complex client queries (including technical issues) with high degree of accuracy by conducting thorough research and analyzing available data
• Collaborate with other internal teams such as technical support, risk, business development, for cascading and or escalations of clients’ concerns

Qualifications

• 4+ years of experience in customer service and/or business operations resolving technical and non-technical client queries
• Ability to work independently and guide others on the team
• Excellent written and verbal communication skills in English and French required
• Detail-oriented, resourceful and have good analytical and problem-solving skills
• Ability to learn Payroc products, systems and processes rapidly as well as the world of payments
• Experience in the Payments industry is highly preferred
• Ability to solve a variety of customer queries including technical problems
• Tenacious, curious, high energy, self-motivated, team player with a passion for solving customer problems
• Handle high ticket volume in an efficient manner
• Proficient in Microsoft Excel
• Post-secondary education in Accounting/Business; Bachelor’s degree preferred
• Thrive in a dynamic and demanding environment

Travel Component

>10%

Job Classification

Exempt

At Payroc we are committed to the principal of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals’ qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at [email protected]