Customer Care

1 week ago


Toronto, Ontario, Canada FastBTCatm⚡ Full time
Operations and Customer Support Specialist

Location:
Remote, with candidate based within the GTA
00 CAD (less applicable deductions)
Candidate is eligible for an annual performance bonus
Occasional after-hours phone and email availability required

We are a small, agile, and close-knit team
Reporting to one of the founding partner's, the Operations and Customer Support Specialist will complete various tasks to support the organization's day to day operations

Approximately 40% of time will be spent providing phone support to customers and merchants; Approximately 40% of time will be spent completing miscellaneous tasks such as scheduling meetings, completing administrative work, conducting research, managing emails, etc.

Approximately 20% of time swill be spent supporting various operational projects
The incumbent will complete various customer service tasks including:
Interfacing with customers and merchants, responding to inquiries and resolving service issues
Building and maintaining strong relationships with merchants and customers
Managing challenging merchants

Company outreach:
reach out to companies for potential partnerships, opportunities, introductions, etc.
Intereracting with contractors to assist in various business opperations
Using software like Sumsub, Slack, proprietary software, and databases to help customers.
Handle inbound customer service calls: help with using the machines, failed registrations, sending receipts, store information etc. Must have conversation skills and support skills plus patience to speak with some of our customers. Provide "white glove" customer service for clients
The incumbent will complete various operational support tasks including:

Web blogging:
generating content to aid in various SEO methods
Maintenance of online presence in social media, GMB and other marketing areas –
Scheduling meetings and appointments for the team tied to company outreach.
Interact with and schedule various tasks with contractors and partner-companies.
Provide first-level ATM maintenance or diagnosis (limited to over-the-phone troubleshooting): using our guides and flow charts to identify and remotely fix issues that are occurring with machines in the field
Completing various administrative duties as needed

Education and work experience:
~ Undergraduate degree in a relevant discipline with 1 year or more of relevant work experience, or;
~3+ years of relevant work experience and a high school diploma
~ advanced English written and verbal communication skills are required
~ Strong customer service orientation
~ Skilled in Google Office Suite, and Microsoft Office Suite, with an emphasis on Excel
~ Strong aptitude for learning quickly, training, coaching and providing others with assistance
~ Excellent time management, organizational skills, the ability to multi-task, task-switch, and meeting deadlines
~ Diversity and Accommodation

We embrace diversity and inclusion for innovation and growth.
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