Technical Support

The Role

Payfirma is an award winning financial technology startup based in Vancouver. We develop technology that lets any business accept credit and debit cards in their stores, online or on a mobile or tablet device.

The Technical Services Rep will act as an advocate for our customers and their day to day needs. This individual will provide legendary customer service to existing and potential Payfirma clients to help them grow and accelerate their business. Daily responsibilities will include answering calls, chats and emails on our inbound support line, assisting in escalated support cases and documenting bugs and feature requests for our Product Development team. This position will include some technical research and responsibilities, specifically regarding e-commerce and POS integrations.

This isn’t just another customer service position. The individual best suited to this role will be proactive, creative and outgoing. We want you to push the boundaries, and help make Payfirma’s products and service the best in the industry. Make truth a priority, be inquisitive, and challenge everything until you honestly believe it as truth.

Primary Responsibilities

• Serve as the primary customer facing resource for technical support questions
• Provide exemplary support for all Payfirma products and services through phone, chat or email support
• Troubleshoot escalated technical cases with clients and the development team
• Liaise with account managers to launch POS integrations on new accounts
• Collect, test and document customer feedback to support consistent improvements in the product and customer experience
• Develop and execute initiatives to reduce support inquiries and increase customer satisfaction
• Assist with documenting new products and features for product releases when needed
• Meet and exceed individual and support team targets

Skills and Expertise

• Exceptional communication skills, both written and verbal
• Familiarity with Point of Sale (POS) technology and integrations, specifically in a restaurant or retail environment
• Comfortable identifying creative, out of the box solutions to meet client needs
• A proven track record of delivering outstanding customer service
• Exceptionally strong work ethic and ability to be flexible on working hours
• Driven by data and trends, excited by working hypotheses and experiments
• Positive, energetic and outgoing personality
• Working knowledge of Salesforce, Confluence and JIRA is an asset
• Experience with HTML, PHP or Javascript is a bonus

At Payfirma we’re obsessed with delivering an amazing customer experience. We believe that it all starts with having a great internal culture. We’re looking for someone that not only fits the academic requirements but that will also contribute positively to our amazing environment.

The culture at Payfirma can be described as:

• Passionate and purpose driven. This is not just a job… we love what we do!
• Focused on results. We expect the best from ourselves and hold each other to the highest standard.
• Team players with positive can-do attitudes. Politics aren’t welcome.
• Fun, high energy

Compensation

Compensation package is commensurate with experience. Employee will be paid a competitive base salary, potential commissions and annual bonuses. Payfirma also offers one of the best medical and dental benefit packages in Canada and a healthy stock option plan that ensures you succeed when we succeed.