Merchant Support Specialist

Helcim; Calgary; Hybrid; CAD 45,000 - 70,000; Full time

Job summary

An innovative company seeks a Merchant Support Specialist to join their dynamic team. This role is perfect for those passionate about customer support and technology. You will handle inquiries, analyze issues, and provide effective solutions while prioritizing customer satisfaction. The ideal candidate thrives in a fast-paced environment and enjoys building relationships. Join a company that values integrity, teamwork, and innovation, and offers opportunities for career advancement and a supportive culture.

Benefits

Health and dental coverage

Stock options

Flexible work arrangements

Training support

Qualifications

• Post-secondary education in business or related fields is an asset.
• Excellent communication and problem-solving skills are essential.

Responsibilities

• Provide technical assistance and support via various channels.
• Diagnose and resolve technical issues using problem-solving skills.

Skills

Customer Support

Problem Solving

Communication Skills

Technical Support

Organizational Skills

Education

Post-secondary education in business or related fields

Tools

G Suite (Gmail, GDocs, GSheets)

Job description

Join to apply for the Merchant Support Specialist role at Helcim

Helcim was founded with a mission to be the world’s most loved payment system. We aim to empower small businesses in North America with a transparent, affordable, and user-friendly payment solution, helping them grow and prosper. Our core belief is that supporting small businesses is fundamental to our business model, and we strive to be more than just a payment processor— we want to be a trusted partner.

THE POSITION

Are you passionate about customer support? Do you enjoy solving problems and building relationships? Are you knowledgeable about software and technology? If so, you might be a great fit for our Merchant Experience team as a Merchant Support Specialist.

In this role, you will handle support calls and online inquiries, analyze merchant issues, and provide effective solutions. Success depends on your ability to take ownership of customer issues and prioritize their experience.

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

RESPONSIBILITIES

1. Provide technical assistance and support via various channels.
2. Diagnose and resolve technical issues using problem-solving skills.
3. Work closely with customers to identify root causes and ensure satisfaction.
4. Maintain accurate records of interactions and solutions.
5. Escalate complex issues to higher support levels.
6. Contribute to improving support processes and documentation.

KEY REQUIREMENTS

• Post-secondary education in business, admin, or related fields is an asset.
• Excellent written and verbal communication skills.
• Strong organizational and time-management skills.
• Proficiency with G Suite (Gmail, GDocs, GSheets).
• Self-motivated, positive, and intuitive.
• Experience in technical customer service and sales is an asset.
• Basic internet knowledge; familiarity with networks, routers, XML, web development, and eCommerce is preferred.

OUR CULTURE

We are builders, embracing challenges and using technology and creativity to solve problems. We choose the harder path for long-term rewards, creating trust through integrity and teamwork. Our diverse and passionate team works together to shape our future.

WORKING AT HELCIM

Joining Helcim means being part of a fast-growing company with opportunities for career advancement, learning, and impact. Our culture promotes engagement, care, and innovation, supported by benefits such as health and dental coverage, stock options, flexible work arrangements, and training support.

LOGISTICS

Job type: Full-time

Location: Hybrid (In-office Monday, Wednesday, Friday; remote Tuesday, Thursday)

Candidates must be eligible to work in Canada and be located in Calgary.