Overnight Specialist, Customer Support - Remote

Overview

We are Paramount Commerce, a leading fintech company focused on simplifying payments in Canada. Since the early 2000s, we have redefined online purchasing by introducing a way to pay directly from a bank account, bypassing credit cards or e-wallets. Our commitment is to provide the highest standards of security and risk management that support seamless payments and rich data.

As we strengthen our position in Canada, we are strategically positioning ourselves for global expansion. To achieve our goals, we are seeking talented professionals who can push the boundaries of innovation, contributing to our growth across Canada and worldwide. Join us at Paramount Commerce, where we not only follow fintech trends but shape them.

In Short

• Respond to customers through our digital channels to quickly resolve their inquiries, requests and complaints.
• Clearly understand Paramount Commerce’s products & services to effectively respond to customers.
• Work with various departments within the organization and seek resolution to customer inquiries in a timely manner.
• Ensure that all customer responses are complete, properly maintained and are managed by following our specific internal processes.
• Work with a process improvement mindset to identify challenges and suggest/provide recommendations.
• Monitor customer accounts for any potentially fraudulent activity, and take appropriate action where needed.
• Participate in special projects to improve product and service quality and customer satisfaction.
• This role is specifically for our overnight shift from 12:00AM - 8:30AM EST with a variety of shifts 7 days a week, 365 days a year.
• Other administrative duties as assigned.

Requirements

• 2 years of experience in a contact center environment, preferably in Chat and Email support with a desire to work the overnight shift.
• Understanding of contact center metrics and KPIs.
• Working knowledge of online payment rules and regulations is an asset.
• A positive, energetic, can-do attitude.
• Team player and collaborative.
• Effective verbal and written communication skills.
• Ability to multitask and use multiple digital platforms at once.
• Experience using Genesys Cloud is an asset.

Benefits

• Equal opportunity employer.
• Ethical and fair hiring processes.
• Encouragement of applications from diverse backgrounds.
• Accommodations available on request for candidates.
• Commitment to creating a diverse workplace.