Support Analyst

1 week ago


Remote, Canada Payfare Inc Full time

**Company**

Payfare is a global financial technology company powering digital banking and instant payout solutions for today’s workforce. Payfare partners with major platforms (Lyft, DoorDash, Uber and more) in the on-demand gig economy to drive financial inclusion and empowerment for next-generation workers.

**Job Overview**

**Reports To**

Senior QA and Partner Relations Manager

**Responsibilities**:
The Support Analyst has the following responsibilities.
- You will become an expert on Payfare’s card programs, including:

- banking app functionality and usage
- administrative and support tools
- operational processes
- Provide third level customer support and an escalation point for the call center team.
- Proactively use and develop ownership of knowledge base and evolving resolution methods.
- Work with our CRM and internal tools to analyze, investigate and resolve issues.
- Assist with customer support tickets and cardholder escalations.
- Utilize strong communication skills: ticketing notes, chat help, process documentation
- Assist the Support Team with ad hoc reporting or projects

**Qualifications**:

- 5 years experience in customer service within a call center and ticketing environment.
- Independent and curious learner who likes being involved in a variety of tasks and activities.
- Excellent time management and accountability skills.
- Strong problem solver who can analyze information and offer recommendations.
- Experience with Zendesk or other CRM tools is an asset.
- Experience in banking, fintech, or payments industry is an asset.
- Availability to work weekends regularly with a flexible schedule.
- University or college degree required.

**Equal Opportunity**

Payfare Inc. recognizes the importance of providing an accessible and barrier free environment to succeed. We are committed to fostering an inclusive, diverse and equal opportunity workforce where all employees are valued and respected. If you require an accommodation for any part of the recruitment process, please let us know and we will work with you to meet your needs.

**Benefits**:

- Casual dress
- Extended health care
- Wellness program
- Work from home

Work Location: Remote



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