Technical Support Specialist - Toronto, Canada - OTT Financial Group

OTT Financial Group

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

OTT Pay is part of the OTT Financial Group.

We are the leading Canadian company enabling businesses to accept QR code-based digital payment methods such as WeChat Pay, Alipay, and China UnionPay.

We also help businesses take payments made with traditional methods such as Visa and Mastercard. In addition, we provide value-added services such as marketing and e-commerce through our platforms and other partners. We have completed Series D funding.

_ What's in it for you:_

Salary: $4060K (based on experience)
Extended Health, Dental, and Vision Benefits
Life and Disability Insurance
Performance Bonus
Vacation Leave
Centrally located modern and spacious offices close to Eglinton and Leslie
Free use of onsite Gym and Sports Facilities, and regular Company Social Events
Learning and Professional Development Support
A chance to work in a dynamic, collaborative, progressive and high performing team
Community involvement through the annual Terry Fox Run
Tremendous opportunities for Growth and Development

_ How you will contribute:
_

Serve as the initial point of contact for customers seeking technical assistance related to payment processing systems.
Provide timely and accurate solutions to customer inquiries, ensuring a high level of customer satisfaction.
Resolve problems by guiding customers through stepbystep solutions or escalating issues to the appropriate teams when necessary.
Maintain detailed and accurate records of customer interactions, including the nature of the issue, troubleshooting steps, and resolutions.
Contribute to the development and updating of knowledge base articles for common issues.
Clearly and effectively communicate technical information to customers with varying levels of technical expertise.
Collaborate with internal teams, including developers and Tier Two support, to convey customer feedback and assist in issue resolution.
Conduct followup activities to ensure customer satisfaction and gather feedback on the support experience.
Identify trends in customer inquiries and collaborate with the team to improve support processes.
Stay informed about the organization's payment processing systems, software updates, and industry best practices.
Provide guidance to customers on paymentrelated functionalities and features.

_ What you bring to the table:_

Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
Min of 3 years of proven experience in technical support, preferably in the payments industry.
Experience with payment processing systems, PointofSale (POS) devices, and related technologies.
Understanding of payment protocols, card processing, and payment gateways.
Knowledge of troubleshooting techniques for software, hardware, and networkrelated issues.
Familiarity with ticketing systems and customer support software.
Outstanding verbal and written communication skills.
Ability to convey technical information to nontechnical users.
Strong customer service orientation with a focus on delivering positive customer experiences.
Patience and empathy in dealing with customers facing technical challenges.
Analytical mindset with the ability to quickly and effectively solve technical issues.