Support Specialist (Overnight) / Spécialiste du soutien

1 hour, 16 minutes ago
Full-time
Junior
Customer and Technical Support
Paramount Commerce

Paramount Commerce

Paramount Commerce provides online gaming and remittance merchants with state-of-the-art account-based payment solutions and risk management services, driving customer loyalty and revenue growth.

Diversified Financial Services
51-250
Founded 2003

Description

  • Respond to business customers and consumers via chat and email, resolving inquiries, requests, and issues with care and efficiency.
  • Work overnight shifts from 12:00 a.m. to 8:30 a.m. EST on a consistent schedule.
  • Develop strong knowledge of the company’s products and services to provide accurate and consistent support.
  • Collaborate with internal teams to investigate and resolve customer issues in a timely manner.
  • Document customer interactions thoroughly and follow internal processes and standards.
  • Monitor customer accounts for potential fraudulent activity and take appropriate action when needed.
  • Identify opportunities to improve processes, tools, and the overall customer experience.
  • Participate in special projects focused on product quality, service delivery, and customer satisfaction.
  • Handle additional administrative tasks as needed.

Requirements

  • 2+ years of experience in a contact center or customer support role, ideally supporting customers via chat and email.
  • Comfortable and reliable working overnight from 12:00 a.m. to 8:30 a.m. EST.
  • Empathetic customer support approach with the ability to understand context and resolve issues clearly.
  • Solid understanding of contact center metrics and KPIs.
  • Strong written and verbal communication skills.
  • Ability to multitask and use multiple digital tools and platforms simultaneously.
  • Collaborative team player with experience working cross-functionally.
  • Familiarity with online payment rules and regulations is an asset.
  • Experience with Genesys Cloud is an asset.
  • Willingness to learn, adapt, and grow in a fast-paced environment.

Benefits

  • Competitive salary with a base range of CAD $47,000 to $55,000.
  • Benefits and bonus included according to company policy.
  • Generous vacation and Summer Fridays.
  • Health and dental benefits.
  • Wellness spending account.
  • Retirement savings matching plan.
  • Remote-first work environment.
  • Quality hardware provided for work.
  • Parental leave top-up program.
  • Birthday day off, quarterly socials, and volunteer days.

Interested in this position?

Apply directly on the company website

Apply Now

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