Trainer at Beneva, an insurance and financial - services organization, designing and delivering employee training. Supporting onboarding, skills development, and adoption of new practices and technologies.
About the role
- Customer Care Specialist supporting PayFacto’s integrated payment and POS solutions for restaurants, hotels, and bars. Resolving merchant support tickets and technical issues remotely in English and French.
Responsibilities
- Answer incoming calls and make outbound follow-up calls as required
- Receive, manage, and resolve incoming support tickets
- Manage and prioritize an individual ticket queue to ensure timely responses and resolution
- Participate in and successfully complete assigned training
- Attend daily team meetings and contribute to team discussions
- Collaborate with multiple departments to address merchant inquiries and resolve issues
- Use the Knowledge Base and other knowledge management tools to provide accurate and effective support
- Provide ongoing customer support for PayFacto products and services
- Serve as the first point of contact for merchants, delivering professional customer service and technical support
Requirements
- Excellent communication skills in both English and French
- Ability to learn and adapt quickly to new technologies and systems
- Comfortable providing remote support through telephone and online tools
- Strong customer service skills and professional telephone etiquette
- Excellent verbal communication and active listening skills, including the ability to explain basic technical concepts to non-technical customers
- Proven ability to multitask, manage competing priorities, and stay organized
- Ability to follow company guidelines, procedures, and established processes to troubleshoot and resolve issues
- Strong documentation skills, including the ability to accurately record customer interactions and solutions
- Ability to work effectively under pressure in a fast-paced, demanding environment
- Previous experience in the restaurant or hospitality industry is an asset
- Experience with payment processing or Point-of-Sale (POS) systems is an asset
- Experience in a technical Help Desk environment providing Tier 1 support is an asset
- Proficiency with PCs and operating systems, including the ability to troubleshoot and resolve common technical issues, is an asset
- Basic networking knowledge is an asset
Benefits
- One-year temporary contract
- Remote work arrangement
- Assigned training and professional development through training completion
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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