It's fun to work in a company where people truly BELIEVE in what they're doing!Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.The Payments Services Support Specialist is a business-essential role that assists customers and Business Units with merchant account changes and financial questions around billing, fees and reconciliation. We are looking for a talented
bilingual specialist (French / English) to join our team.
Primary Responsibilities:- Develop understanding of internal/external systems and features we support.
- Provide first-class customer support via phone, email, and ticketing.
- Maintain accurate records of customer interactions and transactions, including detailed notes on inquiries, issues, and resolutions.
- Validate and execute requests for changing and confirming Banking, Funding, customer contact information.
- Assist customers with reconciliation of batches, statements, deposits, and funding.
- Answer questions around billing, fees, and pricing.
- Manage communications between portfolio companies, clients, and third-party vendors.
- Resolve escalated issues within published timeframes.
- Cross train to support other functions within the department as business needs require.
- Perform other duties as assigned.
Primary Qualifications:- Bilingual in French and English
- Strong ability to problem-solve
- Previous experience working in a customer service, technical troubleshooting position
- Familiarity with payment device operation and technical support a plus
- Communicate effectively with customers to identify needs and provide solutions
- Minimum one (1) year of merchant and/or payment industry peferred
- Excellent communication skills, both written and verbal
- Solid organizational and time management skills
- Sound judgment, strong problem solving and analytical skills
- High motivation and attention to detail
- Efficiency and attention to take ownership of actions and initiative
- Ability to learn quickly and to work both independently and as part of a team
- toward the achievement of client and team goals
- Must have good Microsoft office skills with a working knowledge of Word and
- Excel
Final candidate must be able to pass a background check.Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.