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About the Role

Provide end-to-end technical support for Moneris Retail customers' daily processing needs, meet customer service targets, and offer cross-sell products and services. This role requires availability Monday to Sunday, 9 AM to 8 PM EST, with on-call support capability.

Responsibilities

• Deliver best-in-class customer service throughout the customer journey within the Moneris Retail vertical, through inbound and outbound support.
• Take ownership of customer issues from pilot, onboarding, technical, and escalation support until resolution, partnering with internal Moneris teams.
• Build and maintain relationships within the Moneris Retail vertical, ensuring the highest level of support and communication.
• Deliver customer education and training sessions tailored to merchant needs, organize virtual training sessions, and provide situational coaching to junior team members.
• Identify process gaps, training, or product opportunities, providing application and software user feedback, process improvements, and recommendations to achieve departmental targets and reduce costs.
• Raise product issues and recommendations for improvement to appropriate Agile Teams through Agile Channels.

Requirements

• Post-secondary diploma or degree in a technical or related field, or equivalent experience.
• 3+ years of experience in technical support and customer service, or equivalent experience solving complex technical issues.
• Willingness to participate in professional development activities to stay current on industry knowledge.
• Experience evaluating customer issues for a positive end-to-end customer experience.
• Ability to work on different shifts, including on-call and rotation shifts.
• Bilingual in English and French is required.

Skills

• Technical support
• Customer service
• Problem-solving complex technical issues
• Customer issue evaluation
• Retail systems (asset)
• Restaurant systems (asset)
• POS systems (asset)
• Order management systems (asset)
• Software (asset)
• Bilingual English & French

Location

• Montreal
• Sackville
• Toronto

Work Type

• Hybrid
• Flexible schedule
• On-call
• Rotation shifts
• Replacement

Experience Level

• 3+ years of experience in technical support and customer service

Education Level

• Post-secondary diploma or degree in a technical field, a related field or equivalent experience

Salary/Compensations

• Base salary range: $44,000 - $60,000
• Total compensation may include variable or discretionary incentive components, including bonuses and commissions.

Benefits

• Comprehensive Total Rewards Program, including performance-based bonuses.
• Flexible benefits starting from day one.
• Choice of a Health Spending Account (HSA) or Personal Spending Account (PSA).
• Retirement planning support, with profit-sharing programs including company match.
• Defined contribution pension plan.
• Unlimited access to Coursera for growth and development.
• Mentorship programs.
• Internal gig marketplace for short-term projects.
• Employee & Family Assistance Program.
• 24/7 virtual healthcare.
• Workplace wellness initiatives.
• Company-wide recognition programs.
• Exclusive banking perks from RBC & BMO.
• Access to employee discounts.

About the Company

• Moneris is the original Canadian fintech, powering businesses from micro-merchants to large enterprises with commerce solutions, expert knowledge, and local support.
• For 25 years, Moneris has been the partner Canadians rely on to kickstart dreams online, expand to brick-and-mortar, or connect with customers.
• Moneris proudly powers Canadian commerce for businesses, big and small, driven by the dedication of its team members.
• The company provides resources, opportunities, and an inclusive environment to empower employees' career growth and create a positive impact on Canadian businesses.

Equal Opportunity

• Moneris welcomes and encourages applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation, and intersectional identities.
• AI-enabled tools may be used to screen, select, and assess applications, with all AI outputs reviewed and validated by the recruitment team.
• Moneris encourages candidates from equity-deserving groups to apply and share transferable experience, even if they don't meet all posted requirements.
• Moneris is recognized as a 5-Star DEI Employer, committed to creating an inclusive, welcoming workplace where everyone belongs.