Merchant Support Specialist

ABOUT HELCIM 

Helcim was founded with a mission at heart: to be the world’s most loved payment system. We believe that by offering small businesses in North America a decidedly human payment solution where it is easier to sign up and use while being transparent and affordable, we can empower them to grow and prosper. Simply put, helping small businesses thrive is at the very core of our business model, and we think that’s a great way to do business.

From the very start, we knew that we wanted to be different from every other credit card processor out there. We want the merchants we serve to feel supported and see us as a trusted partner rather than simply just another “cost of doing business.” We are relentless in our pursuit to provide a radically transparent and honest payments solution that flat out saves business owners money, all while treating them like human beings.

THE POSITION

Are you passionate about providing customer support? Do you find satisfaction in solving problems and building relationships? Are you well-versed in the intricacies of software and technology? If so, we have an exciting opportunity for you to become a valued member of our brilliant Merchant Experience team as Merchant Support Specialist.

As part of our team, you will be responsible for handling incoming support calls and online inquiries, utilizing your critical thinking skills to analyze merchant issues and offer effective solutions. Your success in this role will depend on your ability to take ownership of customer issues and prioritize the customer experience at every step.

Please note that shift start times may vary between 7:00 AM and 9:00 AM. Weekend availability is also required.

A SUCCESSFUL CANDIDATE

Offers technical assistance and support to customers via various channels.

Diagnoses and resolve technical issues reported by customers, utilizing problem-solving skills and technical knowledge.

Works closely with customers to identify the root cause of problems and provide effective solutions, ensuring customer satisfaction.

Maintains accurate and detailed records of customer interactions, technical issues, and solutions in the support ticketing system or knowledge base.

Escalates complex or unresolved issues to appropriate teams or higher-level support for further investigation and resolution.

Contributes to the improvement of support processes, documentation, and knowledge base articles to enhance overall customer experience.

KEY COMPETENCIES

Post-secondary education in business, office admin or related field is considered an asset

Strong time-management skills and organizational skills

Proficient with G Suite (Gmail, GDocs, GSheets, etc)

Intuitive, self-motivated and positive

Excellent communication skills, both written and oral, combined with strong interpersonal skills

Past experience in a technical customer service position and sales is an asset

Firm grasp of internet basics is ideal – preference will be given to candidates who demonstrate knowledge of networks, routers/modems, XML, web development and eCommerce

HELCIM CULTURE IS;

Being builders: We build things ourselves and we build them well. We use technology and our creativity to overcome challenges that would seem beyond the capability of a company our size. We improve what is already there, invent our way out of problems and we never stop dreaming of better.

Choosing the harder path: We believe that the right decisions are usually the harder ones, so we embrace the challenge and endure when others quit. We choose what is difficult because it is more rewarding in the long-term, and makes us resilient, so that we not only survive but thrive.

Creating trust: We earn trust by striving to be our best selves every day and by lifting those around us. We recognize that trust is hard to earn, easy to lose and is tested continuously over time, so we make trust our way of life.

Contributing to a company of many: We are stronger because of our collective passion, diversity, and fellowship. We believe only great teams can accomplish great things, and we ask the very best of each other. Together we create our own future.

WORKING AT HELCIM  

Joining Helcim means joining a fast-growing company where we have found coming together makes us a strong company.  We have a drive to achieve big things which creates amazing opportunities for everyone willing to work hard and contribute to that growth - opportunities for faster career growth, for more learning, more impact, and accelerated experience - all while surrounding yourself with incredible people working on interesting problems and delivering great results.

Here are some of the reasons we attract such great people:

The Way of the Helcim:  At Helcim, we build a team of engaged, caring and intelligent people.  In return we provide an environment where you can be excited to come to work each day and tackle these challenges with an amazing team.  Learn more about Helcim’s unique culture and environment in our culture book The Way of the Helcim.

Health and dental benefits: Through our Group Benefits, you’ll get access to dental benefits, extended healthcare benefits for drugs, vision, paramedical coverage (e.g. massage therapists, dieticians, mental health professionals), counseling, health service navigation, life insurance, critical illness and disability insurance, and more. All of these benefits come into effect on Day 1 of employment!

Dedicated Health Spending Account (“HSA”): An additional budget available for you to spend on health-related expenses (e.g. eyeglasses, therapy).

Maternity  and Parental Leave: To help launch our team members into this phase of family life we have some additional benefits in place including salary top for the birthing parents and a bonding break for non-birthing parents.

Stock Options: Stock options enable our team to purchase Helcim shares at a future date at a specified price. Every team member, not just people leaders and executives receive equity (aka ownership in the company).

Vacation Time: All team members get paid vacation time and a company break in December so they can recharge when they need it.

Flexible work location: Work and life happens at different times and places. This is why our team enjoys the flexibility of hybrid work so we can all do our best work. Our hybrid work schedule offers flexibility to work from home on Tuesdays and Thursdays. 

Training: Helcim will cover 50% of the applicable training costs of up to $500 per year.

LOGISTICS

Job type: Full-time

Hiring manager: Anastasia Skosareva 

Location: Hybrid, In Office Mondays, Wednesdays + Fridays

Start date: ASAP

Candidates must be eligible to work in Canada and be located in Calgary for this position.