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Techvibes Technical Support – Customer Representative

Discussion in 'Job Listings (Automated)' started by Job Bot, Nov 25, 2014.

  1. Job Bot

    Job Bot Robotic Member

    Do you love working with people and delivering amazing customer service?

    Work in the heart of Vancouver Downtown and receive an attractive benefit package, including health and dental, education fund, mentorship and career planning programs.

    Enjoy a rewarding and challenging startup environment filled with fun perks!

    About Payfirma

    At Payfirma, we want to help people build their dream business. We have vowed to provide a payment solution that makes it faster, simpler, and more effective for people to make their dream business. When we help people build their dreams, we change the world.

    Payfirma is an award winning financial 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.

    What it's like to work at Payfirma

    We believe that it all starts with having a great culture. We're looking for someone that not only fits the skill sets and academic requirements but will also contribute positively to our growing organization. If you are someone who loves making people happy, enjoy inspiring those around you, stays true to who you are and thinks big, than we want a delightful individual like you to join the Payfirma family.

    Payfirma believes in living a healthy lifestyle and supports cultural diversity. Our office has an amazing view of BC's beautiful snowcapped mountains, within walking distance to beaches and bike friendly lanes. We are located in the heart of Vancouver's busy financial district, with arts, entertainment, shopping, restaurants, and convenient public transit.

    Promoting from within is important to us, we want to see Payfirmites grow with the company. We encourage lifelong learning here at Payfrma, join catered lunch and learns, maximize our education fund, mentorship training, career planning, and a library of Harvard University approved books, just to name a few.

    The Role

    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.


    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.

    Continue reading...

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