Are you passionate about providing customer support? Do you find satisfaction in solving problems and building relationships? Are you well-versed in the intricacies of the software and technology? If so, we have an exciting opportunity for you to become a valued member of our brilliant Merchant Experience team as Merchant Support Specialist.
As part of our team, you will be responsible for handling incoming support calls and online inquiries, utilizing your critical thinking skills to analyze merchant issues and offer effective solutions. Your success in this role will depend on your ability to take ownership of customer issues and prioritize the customer experience at every step.
We value individuals who embody our company's culture and uphold our core values, as outlined in The Way of the Helcim (click the link below to access our culture book).
Typical Duties
- Offer technical assistance and support to customers via various channels.
- Diagnose and resolve technical issues reported by customers, utilizing problem-solving skills and technical knowledge.
- Work closely with customers to identify the root cause of problems and provide effective solutions, ensuring customer satisfaction.
- Maintain accurate and detailed records of customer interactions, technical issues, and solutions in the support ticketing system or knowledge base.
- Escalate complex or unresolved issues to appropriate teams or higher-level support for further investigation and resolution.
- Contribute to the improvement of support processes, documentation, and knowledge base articles to enhance overall customer experience.
Qualifications
- Post-secondary education in business, office admin or related field is considered an asset
- Must have excellent written and verbal communication skills
- Strong time-management skills and organizational skills
- Proficient with G Suite (Gmail, GDocs, GSheets, etc)
- Intuitive, self-motivated and positive
- Excellent communication skills, both written and oral, combined with strong interpersonal skills
- Past experience in a technical customer service position and sales is an asset
- Firm grasp of internet basics is ideal – preference will be given to candidates who demonstrate knowledge of networks, routers/modems, XML, web development and eCommerce
Why Helcim?
Helcim is a payments company that gives small and medium sized businesses a better way to accept debit and credit cards. Thousands of merchants across Canada and the US choose Helcim for their payment needs because of our excellent customer service and innovative software solutions. We won the Canada’s Most Admired Award for Corporate Culture in 2021 and 2022, ranked number 91 on the Globe and Mail’s 2019 list of Canada’s Top 400 Growing Companies, and we have big plans to redefine the payments industry. To accomplish this, we need a talented team of people who are passionate about working in fintech. Learn more about working at Helcim in our culture book The Way of the Helcim.
At Helcim we build teams of engaged, caring and intelligent people. In return we provide an environment where you’ll be excited to come to work each day and tackle challenges with your colleagues. As part of our team you’ll receive amazing benefits including a competitive salary, paid health benefits, stock options and generous vacation time. You’ll also enjoy company provided snacks and team lunches to keep yourself fueled and the opportunity to recharge and connect with your team members at company social events.
We invest a lot of time and energy imagining and creating a company and culture that encourages discussion, the trade of ideas, and the execution of amazing products and services. We’re friendly and collaborative, working together to achieve big goals. If you want to join our team and feel you can contribute to the growth and success of our company - we want to hear from you!
Join Our Team
If you would like to be considered for this position, please submit your Resume and Cover Letter through the "Apply for this Job" button at the link below.
Candidates must be eligible to work in Canada and be located in Calgary for this position. Helcim uses a hybrid work structure where team members can work 3 days in the Calgary office (Monday/Wednesday/Friday) and 2 days (Tuesday/Thursday) at home.