Technical Support – Customer Representative
Working at Payfirma
Do you love working with people and delivering amazing customer service?
Payfirma supports a healthy lifestyle and culturally diverse environment. Located in the heart of Vancouver’s lively financial district, Payfirma is walking distance from beaches, shops, restaurants, and public transit. With access to an extensive Harvard approved library, catered lunch and learns, mentorship training, and an education fund, we encourage a fast-growing, highly dynamic career. We strongly believe in internal growth, and by allowing our Payfirmites to be promoted within, we encourage lifelong learning.
Enjoy a rewarding and challenging startup environment filled with fun perks!
The Role
The Technical Services Rep will act as an advocate for our customers and their day to day needs. This individual will provide legendary customer service to existing and potential Payfirma clients to help them grow and accelerate their business. Daily responsibilities will include answering calls, chats and emails on our inbound support line, assisting in escalated support cases and documenting bugs and feature requests for our Product Development team. This position will include some technical research and responsibilities, specifically regarding e-commerce and POS integrations.
This isn’t just another customer service position. The individual best suited to this role will be proactive, creative and outgoing. We want you to push the boundaries, and help make Payfirma’s products and service the best in the industry. Make truth a priority, be inquisitive, and challenge everything until you honestly believe it as truth.
Primary Responsibilities
Serve as the primary customer facing resource for technical support questions
Provide exemplary support for all Payfirma products and services through phone, chat or email support
Troubleshoot escalated technical cases with clients and the development team
Liaise with account managers to launch POS integrations on new accounts
Collect, test and document customer feedback to support consistent improvements in the product and customer experience
Develop and execute initiatives to reduce support inquiries and increase customer satisfaction
Assist with documenting new products and features for product releases when needed
Meet and exceed individual and support team targets
Requirements
Exceptional communication skills, both written and verbal
Familiarity with Point of Sale (POS) technology and integrations, specifically in a restaurant or retail environment
Comfortable identifying creative, out of the box solutions to meet client needs
A proven track record of delivering outstanding customer service
Exceptionally strong work ethic and ability to be flexible on working hours
Driven by data and trends, excited by working hypotheses and experiments
Positive, energetic and outgoing personality
Working knowledge of Salesforce, Confluence and JIRA is an asset
Experience with HTML, PHP or Javascript is a bonus
Compensation
Compensation package is commensurate with experience. Employee will be paid a competitive base salary, potential commissions and annual bonuses. Payfirma also offers one of the best medical and dental benefit packages in Canada and a healthy stock option plan that ensures you succeed when we succeed.
Location: Vancouver, British Columbia, Canada

Contact: careers@payfirma.com