[Hiring] Payments Support Specialist @Storable

Role Description

Newbook is venturing into new territory, and we are seeking our very first support specialist who knows all things payments to join our collaborative and committed Support team. As the Payments SME in the Support team, you will be entrusted with delivering a friendly, enthusiastic, and customized support experience for our amazing customers using our platform. You are the missing puzzle piece to help us bridge any knowledge gaps that may arise. Through extensive knowledge of merchants' services and payments ecosystem, you will analyze, investigate, and resolve complex payments and software-related issues.

What you will do:

• Case Handling:
  • Provide guidance and support to clients over phone and email, ensuring to register and classify cases based on severity and priority.
  • Utilize existing knowledge base, manuals or other reference materials to resolve cases.
  • Proactively investigate and resolve cases while collaborating with team members.
  • Contribute and update our knowledge base and communities.
  • Accept and retain ownership of requests, provide regular updates to support and/or customers on the status of each request and manage aging of assigned requests.
  • Handle interruptions well and move between tasks with ease while still meeting deadlines.
• Escalations:
  • Collaborate with product or engineering to troubleshoot and triage issues for customers.
  • Analyze payments related issues from other team members to assist triaging and troubleshooting.
  • Replicate and log reported bugs in bug tracking system.
  • Escalate cases to Escalation or R&D Engineers when required.
• Subject Matter Expert:
  • Serve as subject matter expert for payments ecosystem and lifecycle.
  • Possess a deep understanding of the organization's software, staying current with system information, changes and updates, and escalate more complex inquiries.
  • Update documentation regarding payments support to share knowledge of payments with the rest of the organization.
  • Leverage extensive knowledge of payments lifecycle to troubleshoot and triage unknown errors.
  • Assist in actively training existing and new support representatives around aspects of supporting payments.

Qualifications

• Bachelor’s degree in Business Applications, Computer Science, or a related field is desired or equivalent work experience.
• Previous Merchant Service, Banking, or Financial experience required. Experience with credit card processing a must.
• Computer/IT Certification a plus (or equivalent years of work experience).
• At least 2 years of product support experience in technical, payments related support position.
• Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances.
• Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues.
• Excellent knowledge of customer service principles and practices with previous customer service experience.
• Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting procedures.
• Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment.
• A positive, professional, solution-oriented, enthusiastic and team-oriented attitude.
• Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines.
• Ability to follow department processes and procedures.
• Experience utilizing CRM systems.
• All applicants must be currently authorized to work in the United States on a full-time basis.

Benefits

• Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
• 401(k) match after 60 days, 100% vested after 1 year.
• Employer contribution to your HSA, plus an HRA to help offset your deductible.
• Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy.
• Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences!
• 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
• 8 hours of Rest, Relax, Recharge time to care for your mental health.
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops.
• Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
• ’Paw’ternity Leave and Pet Bereavement.
• Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed.
• $50 monthly home data stipend, plus a home office sign-on bonus of $250.
• Fertility care support options to help in your journey towards parenthood.
• Access to financial experts to help you make informed decisions and achieve your financial goals.
• Direct Student Loan Payment Program, some qualifications and eligibility rules apply.