Specialist, Customer Support

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.

About the role:
We are seeking a Specialist, Customer Support to join the Paramount Commerce Team. The Specialist, Customer Support’s primary responsibility is to provide our customers with exceptional experiences at every interaction point.

What will you do?

• 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.
• Ability to work a variety of shifts that will fall between Monday to Sunday, 4:00AM - Midnight EST.
• Other administrative duties as assigned.

What we are looking for:

• 2 years of experience in a contact center environment, preferably in Chat and Email support.
• 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.

At Paramount Commerce, we are proud to be an equal opportunity employer. We practice ethical and fair hiring processes and strongly encourage applications from diverse backgrounds. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We are committed to creating a place for our employees to be their authentic selves. We believe diversity of thought, background, and experience are essential to achieve our mission to simplify payments.