Support Specialist (Morning or Evening Shift)

About Paramount Commerce

Paramount Commerce is a prominent fintech enterprise dedicated to streamlining payment processes in Canada. Since the early 2000s, we have revolutionized online purchasing by enabling direct payments from bank accounts, eliminating the need for credit cards or e-wallets. We prioritize the highest levels of security and risk management to facilitate seamless transactions and detailed data insights. As we consolidate our Canadian presence, we are positioning ourselves for international growth and seeking innovative professionals to drive this expansion globally.

Role Overview

We are looking for a Support Specialist to join our team, responsible for delivering outstanding customer service across all interaction points. This role demands responsiveness, comprehensive product knowledge, and collaboration across various departments to ensure swift resolution of customer inquiries.

Key Responsibilities

• Address customer inquiries, requests, and complaints through digital communication channels promptly and efficiently.
• Demonstrate a thorough understanding of Paramount Commerce's products and services to provide accurate support.
• Collaborate with internal teams to resolve customer issues within designated timelines.
• Maintain thorough documentation of all customer interactions in compliance with internal protocols.
• Apply a continuous improvement mindset by identifying operational challenges and recommending enhancements.
• Monitor accounts for suspicious or fraudulent activity and take appropriate action when necessary.
• Engage in special projects aimed at elevating product quality and customer satisfaction.
• Adapt to varied shifts between Monday and Sunday, working either 8:00 AM to 12:00 AM EST or 4:00 PM to 12:30 AM.
• Perform additional administrative responsibilities as assigned.

Qualifications and Skills

• Minimum of two years' experience in a contact center environment, ideally with expertise in chat and email support.
• Familiarity with contact center metrics and key performance indicators (KPIs).
• Knowledge of online payment regulations and compliance is considered advantageous.
• Positive, energetic attitude with a strong can-do approach.
• Effective team collaboration and communication skills, both verbal and written.
• Capability to multitask efficiently using multiple digital platforms concurrently.
• Experience with Genesys Cloud software is a plus.

Compensation and Benefits

• Competitive annual salary ranging from CAD 47,000 to 55,000, with performance-based bonuses.
• Generous vacation allowances along with summer Friday time off.
• Comprehensive health and dental benefits, including a wellness spending account.
• Employer-matched retirement savings plan.
• Hybrid working environment with Thursdays in the Toronto office.
• Provision of high-quality hardware required for the role.
• Parental leave top-up program.
• Birthday day off each year.
• Regular social events and volunteer days quarterly.

Diversity, Equity, and Inclusiveness

As an equal opportunity employer, Paramount Commerce values diverse perspectives, backgrounds, and experiences. Accommodations are available upon request for all stages of the recruitment process. We encourage applications from all qualified candidates even if they do not meet every criterion but demonstrate enthusiasm and potential for the role.

Additional Information

Bilingual communication skills may be necessary to collaborate with colleagues and clients outside Quebec. The recruitment process incorporates technology-assisted tools including artificial intelligence for tasks such as resume screening and interview scheduling; however, all hiring decisions are made by humans with a focus on fairness and inclusivity.