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About the Role

Paramount Commerce is seeking a Support Specialist to provide customers with exceptional experiences at every interaction point, contributing to the company's growth in Canada and worldwide.

Responsibilities

• Respond to customers through digital channels to resolve inquiries, requests, and complaints.
• Understand Paramount Commerce’s products & services to effectively respond to customers.
• Work with various departments to seek timely resolution to customer inquiries.
• Ensure all customer responses are complete, properly maintained, and managed following internal processes.
• Identify challenges and suggest/provide recommendations with a process improvement mindset.
• Monitor customer accounts for potentially fraudulent activity and take appropriate action.
• Participate in special projects to improve product and service quality and customer satisfaction.
• Ability to work a variety of shifts between Monday to Sunday, 8:00 AM - 12:00 AM EST OR 4:00 PM - 12:30 AM.
• Perform other administrative duties as assigned.

Requirements

• 2 years of experience in a contact center environment, preferably in Chat and Email support.
• Understanding of contact center metrics and KPIs.
• Working knowledge of online payment rules and regulations is an asset.
• A positive, energetic, can-do attitude.
• Team player and collaborative.
• Effective verbal and written communication skills.
• Ability to multitask and use multiple digital platforms at once.
• Experience using Genesys Cloud is an asset.

Skills

• Chat support
• Email support
• Contact center metrics and KPIs
• Online payment rules and regulations
• Communication skills
• Multitasking
• Digital platform usage
• Genesys Cloud

Location

• Toronto

Work Type

• Hybrid

Experience Level

• 2 years

Salary/Compensations

• $47,000 - $55,000 CAD

Benefits

• Competitive salary + performance bonus
• Generous Vacation + Summer Fridays
• Health & Dental Benefits + Wellness Spending Account
• Retirement savings matching plan
• Quality Hardware provided
• Parental leave top up program
• Birthday Day Off
• Quarterly Socials & Volunteer Days

About the Company

• Paramount Commerce is a leading fintech company focused on simplifying payments in Canada.
• Since the early 2000s, they have redefined online purchasing by introducing a way to pay directly from a bank account.
• Their commitment is to provide the highest standards of security and risk management that support seamless payments and rich data.
• They are strategically positioning themselves for global expansion.
• Canadian Company with over 22 years of history.

Equal Opportunity

• Paramount Commerce is proud to be an equal opportunity employer, and they do their best to make sure all people feel supported and connected at work.
• They practice ethical and fair hiring processes and strongly encourage applications from diverse backgrounds.
• They believe that different perspectives, experiences, backgrounds, and skill sets are what make for high performing teams, and they are committed to creating a place for their employees to be their authentic selves.
• Accommodations are available on request for candidates taking part in all aspects of the recruitment process.