Merchant Support Specialist

Helcim; Calgary; Hybrid; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Stock options

Health Spending Account (HSA)

Hybrid work model

Maternity leave top-ups

Annual training budget

Job summary

Helcim seeks a Merchant Support Specialist to join our Merchant Experience team in Calgary. You will handle incoming support calls and online inquiries, diagnose technical issues, and deliver practical solutions while prioritizing the customer experience.

This role requires strong communication, solid G Suite skills, and the ability to own customer issues from start to finish. Weekend shifts and early start times are part of the schedule, with a hybrid in-office/remote arrangement in a

Qualifications

• Post-secondary education in business, office admin or related field is considered an asset.
• 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 – knowledge of networks, routers/modems, XML, web development and eCommerce is a plus.

Responsibilities

• Offers technical assistance and support to customers via various channels.
• Diagnoses and resolve technical issues reported by customers, utilizing problem-solving skills and technical knowledge.
• Works closely with customers to identify the root cause of problems and provide effective solutions, ensuring customer satisfaction.
• Maintains accurate and detailed records of customer interactions, technical issues, and solutions in the support ticketing system or knowledge base.
• Escalates complex or unresolved issues to appropriate teams or higher-level support for further investigation and resolution.
• Contributes to the improvement of support processes, documentation, and knowledge base articles to enhance overall customer experience.

Skills

Tech support

Communication

G Suite

Time management

Problem solving

Interpersonal skills

Education

Post-secondary education

Tools

Ticketing system

Job description

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 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.

Please note that shift start times may vary between 7:00 AM and 9:00 AM. Weekend availability is also required.

• Post-secondary education in business, office admin or related field is considered an asset
• 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

• Offers technical assistance and support to customers via various channels.
• Diagnoses and resolve technical issues reported by customers, utilizing problem-solving skills and technical knowledge.
• Works closely with customers to identify the root cause of problems and provide effective solutions, ensuring customer satisfaction.
• Maintains accurate and detailed records of customer interactions, technical issues, and solutions in the support ticketing system or knowledge base.
• Escalates complex or unresolved issues to appropriate teams or higher-level support for further investigation and resolution.
• Contributes to the improvement of support processes, documentation, and knowledge base articles to enhance overall customer experience.

Helcim was founded with a mission at heart: to be the world’s most loved payment system. From the very start, we knew that we wanted to be different from every payment processor out there. We want the merchants we serve to feel supported and see us as a trusted partner rather than simply just another “cost of doing business.” We are relentless in our pursuit to provide a radically transparent and honest payments solution that flat out saves business owners money, all while treating them like human beings.

At Helcim, we build a team of engaged, caring and intelligent people. In return we provide an environment where you can be excited to come to work each day and tackle these challenges with an amazing team. Learn more in our culture book; The Way of the Helcim.

The Helcim Culture: How We Work

• We Are Builders: We don't wait for solutions; we create them.
• The Harder Path: We choose what’s difficult because it’s more rewarding.
• Creating Trust: We earn it every day by being our best selves.
• Company of Many: We’re a collective force. Great teams do great things.

The Perks: Why You’ll Love It Here

• Ownership: Every single team member gets Stock Options. You own a piece of what you build!
• Health First: Comprehensive benefits + a Health Spending Account (HSA) starting on Day 1.
• Flexibility: Hybrid life! We’re in-office Mon/Wed/Fri and remote Tue/Thu.
• Family Support: Top‑ups for maternity leave and "bonding breaks."
• Growth: $500 annual training budget to keep your skills sharp.

Candidates must be located in Calgary, AB for this position