Payment Services Support Specialist

December 3

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Fullsteam

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Payments • Software • M&A • Technology

1001 - 5000 employees

💳 Fintech

☁️ SaaS

🤝 B2B

Description

• The Bilingual (French/English) Payments Services Support Specialist plays a pivotal role in ensuring seamless support for our customers and business units by managing merchant account changes and addressing financial inquiries related to billing, fees, and reconciliation. • As part of our commitment to providing exceptional service, we are seeking a skilled bilingual (French/English) professional who thrives in a dynamic, fast-paced environment and is eager to join a high-performing team serving clients across Canada. • Develop understanding of internal/external systems and features we support. • Provide first-class customer support via phone, email, and ticketing. • Maintain accurate records of customer interactions and transactions, including detailed notes on inquiries, issues, and resolutions. • Validate and execute requests for changing and confirming Banking, Funding, customer contact information. • Assist customers with reconciliation of batches, statements, deposits, and funding. • Answer questions around billing, fees, and pricing. • Manage communications between portfolio companies, clients, and third-party vendors. • Resolve escalated issues within published timeframes. • Cross train to support other functions within the department as business needs require. • Perform other duties as assigned.

Requirements

• Bilingual in French and English • Strong ability to problem-solve • Previous experience working in a customer service, technical troubleshooting position • Familiarity with payment device operation and technical support a plus • Communicate effectively with customers to identify needs and provide solutions • Minimum one (1) year of merchant and/or payment industry preferred • Excellent communication skills, both written and verbal • Solid organizational and time management skills • Sound judgment, strong problem solving and analytical skills • High motivation and attention to detail • Efficiency and attention to take ownership of actions and initiative • Ability to learn quickly and to work both independently and as part of a team toward the achievement of client and team goals • Must have good Microsoft office skills with a working knowledge of Word and Excel

Benefits

• Medical • Extended Health and LTD plan • Dental • Vision • RRSP (with employer match) • Health Spending Account • Flexible paid time off