Technical Support Specialist

Technical Support Specialist

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 super-powers in positivity. If you’re this type of teammate, this team wants you!

Reporting to the Team Lead, Technical Support, the Technical Support Specialist 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 diagnosis, 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 improvement to existing business processes for peak performance and enhanced customer experience.

Skills and experience:

• Fluent in French and English (written and spoken)
• 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 8:00AM and 8:00PM EST

Due to COVID-19 restrictions, this position is a remote work from home position. This may or may not change in the future – therefore it is important and imperative that the individual is diligent, responsible, and most of all self-accountable with their work and proactive in their communication with both their coworkers and direct report.

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