Overnight Customer Support Specialist

2 weeks ago

Toronto, Ontario, Canada Paramount Commerce Full time $50,000 - $80,000 per year

We are Paramount Commerce, a leading fintech company focused on simplifying payments in Canada. Since the early 2000s, we have redefined online purchasing by introducing a way to pay directly from a bank account, bypassing credit cards or e-wallets. Our commitment is to provide the highest standards of security and risk management that support seamless payments and rich data.

As we strengthen our position in Canada, we are strategically positioning ourselves for global expansion. To achieve our goals, we are seeking talented professionals who can push the boundaries of innovation, contributing to our growth across Canada and worldwide. Join us at Paramount Commerce, where we not only follow fintech trends but shape them.

We are seeking a Specialist, Customer Support to join the Paramount Commerce Support Team to work our overnight shift. The Specialist, Customer Support's primary responsibility is to provide our customers with exceptional experiences at every interaction point.

What You'll Do?
  • Respond to customers through our digital channels to quickly resolve their  inquiries, requests and complaints.
  • Clearly understand Paramount Commerce's products & services  to effectively respond to customers.
  • Work with various departments within the organization and seek resolution to customer inquiries in a timely manner.
  • Ensure that all customer responses are complete, properly maintained and are managed by following our specific internal processes.
  • Work with a process improvement mindset  to identify challenges and suggest/provide recommendations.
  • Monitor customer accounts for any potentially fraudulent activity, and take appropriate action where needed.
  • Participate in special projects to improve product and service quality and customer satisfaction.
  • Other administrative duties as assigned.
  • This role is specifically for our overnight shift from 12:00AM - 8:30AM EST with a variety of days (7 days a week, 365 days a year).
Who You Are (Required Qualifications)
  • You have 2 years of experience in a contact centre environment, preferably focused on Chat and Email support.
  • You demonstrate an understanding of contact centre metrics and KPIs.
  • You possess effective verbal and written communication skills.
  • You have the ability to multitask and use multiple digital platforms at once.
  • You are a Team player with a positive, energetic, can-do attitude.

  Bonus Points

  • Working knowledge of online payment rules and regulations.
  • Experience using Genesys Cloud.
Why Paramount Commerce?
  • Competitive salary.
  • Generous Vacation & Summer Fridays.
  • Health & Dental Benefits from Day 1.
  • Wellness Spending Account.
  • Retirement savings matching plan.
  • Remote / Hybrid work (Thursdays in office for GTA team).
  • Birthday Day Off.
  • Quarterly Socials.
  • Volunteer Days to give back to our community.
  • Parental leave top up program.

At Paramount Commerce, we are proud to be an equal opportunity employer. We practice ethical and fair hiring processes and strongly encourage applications from diverse backgrounds. Don't worry if you don't check every box. If you're excited about this role and think you'd be a good fit, we encourage you to apply. We are committed to creating a place for our employees to be their authentic selves and believe diversity of thought, background, and experience are essential. 

Accommodations are available on request for candidates taking part in all aspects of the selection process.

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