Merchant Support Specialist

Helcim Inc.; Calgary; On-site; CAD 42,000 - 64,000; Full time

Job summary

Helcim Inc. is seeking a Merchant Support Specialist to join the Merchant Experience team in Calgary. You will handle incoming support calls and online inquiries, analyze merchant issues, and provide effective solutions while owning customer issues and prioritizing the customer experience.

Shift start times vary between 7:00 AM and 9:00 AM, with weekend availability required. Ideal candidates will have post-secondary education in business or admin, strong time-management and communication

Qualifications

• Post-secondary education is considered an asset.
• Strong time-management and organizational skills.
• Excellent written and verbal communication and interpersonal skills.
• Background in technical customer service and sales is an asset.
• Basic knowledge of networks, routers/modems, XML, web development and eCommerce is preferred.

Responsibilities

• Offers technical assistance and support to customers via various channels.
• Diagnoses and resolves technical issues reported by customers using problem-solving skills.
• Works closely with customers to identify root causes and provide effective solutions.
• Maintains accurate records of customer interactions and solutions in the knowledge base.
• Escalates complex issues to appropriate teams for further investigation and resolution.
• Contributes to improving support processes and knowledge base articles.

Skills

Customer service

Technical support

Communication

Problem solving

Time management

Interpersonal skills

Sales experience

Education

Post-secondary education in business, office admin or related field

Tools

G Suite

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

Not checking every box? Please apply anyway! We know that candidates have different experiences that may make them a great fit for this position and for Helcim. We believe that diversity and having an inclusive culture is not only the right thing, but key to our long-term success. Diversity brings more experience, view-points, knowledge and insight about our future. We also want to provide an accessible interview process, so if there’s any accommodations that would make your experience more comfortable, please let us know.

• 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.