Storable
Hospitality and Tourism
Tier2PaymentsSupportSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“Tier 2 Payments Support Specialist at Storable. Skills: Payments SME, Payments ecosystem, Payments lifecycle, Technical support. Deliver a friendly, enthusiastic, and customized support experience. Analyze, investigate, and resolve complex payments and software-related issues”
Industry & Context.
Analyze, investigate, and resolve complex payments and software-related issues; Troubleshoot issues; Forming solutions, including customized solutions that are outside of the generally accepted use of a product function; Executing step-by-step troubleshooting procedures; Identify problems; Troubleshoot and triage unknown errors
Currently authorized to work in the United States on a full-time basis, Reside in specific states (AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KS, LA, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY)
What They're Looking For.
Must Have
Previous Merchant Service, Banking, or Financial experience required, Experience with credit card processing a must, At least 2 years of product support experience in technical, payments related support position, Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances, Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues, Excellent knowledge of customer service principles and practices with previous customer service experience, Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting procedures, Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment, A positive, professional, solution-oriented, enthusiastic and team-oriented attitude, Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines, Ability to follow department processes and procedures, Experience utilizing CRM systems, All applicants must be currently authorized to work in the United States on a full-time basis, Must reside in the following states: AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KS, LA, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY
Nice to Have
Computer/IT Certification a plus (or equivalent years of work experience)
What You'll Do.
and customized support experience
and resolve complex payments and software-related issues
Provide guidance and support to clients over phone and email
Register and classify cases based on severity and priority
Utilize existing knowledge base
manuals or other reference materials to resolve cases
Proactively investigate and resolve cases
Contribute and update our knowledge base and communities
Accept and retain ownership of requests
Provide regular updates to support and /or customers on the status of each request
Manage aging of assigned requests
Handle interruptions well and move between tasks with ease while still meeting deadline
Collaborate with product or engineering to troubleshoot and triage issues for customers
Analyze payments related issues from other team members to assist triaging and troubleshooting
Replicate and log reported bugs in bug tracking system
Escalate cases to Escalation or R&D Engineers when required
Serve as subject matter expert for payments ecosystem and lifecycle
Stay current with system information
Update documentation regarding payments support to share knowledge of payments with the rest of the organization
Assist in actively training existing and new support representatives around aspects of supporting payments
How You'll Work.
Team & Collaboration
Collaborate with team members; Collaborate with product or engineering to troubleshoot and triage issues for customers; Analyze payments related issues from other team members to assist triaging and troubleshooting; Update documentation regarding payments support to share knowledge of payments with the rest of the organization; Assist in actively training existing and new support representatives
Communication Scope
Excellent interpersonal communication skills, both verbal and written; Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues
Full Job Description
Newbook is venturing into new territory, and we are seeking our very first support specialist who knows all things payments to join our collaborative and committed Support team. As the Payments SME in the Support team, you will be entrusted with delivering a friendly, enthusiastic, and customized support experience for our amazing customers using our platform. You are the missing puzzle piece to help us bridge any knowledge gaps that may arise. Through extensive knowledge of merchants' services and payments ecosystem, you will analyze, investigate, and resolve complex payments and software-related issues. While you may encounter problems that can be resolved through a number of our existing resources, you may also have to troubleshoot an issue that we have not yet had the chance to tackle. About Us Newbook provides award-winning Online Booking and Property Management Systems to transform the way the hospitality and tourism industry does business. Innovation and excellence are at the heart of what we do, and we strive to give our clients the very best to help them reach their full potential. The success of Newbook is driven by the unique contributions of its people. We have created an open, flexible, and supportive environment that inspires diversity and enables everyone to thrive. We would love for you to consider joining our amazing team! Check out our website to find out more: www.newbook.cloud What you will do: Case Handling Provide guidance and support to clients over phone and email, ensuring to register and classify cases based on severity and priority. Utilize existing knowledge base, manuals or other reference materials to resolve cases. Proactively investigate and resolve cases while collaborating with team members. Contribute and update our knowledge base and communities. Accept and retain ownership of requests, provide regular updates to support and /or customers on the status of each request and manage aging of assigned requests. Handle interruptions wel
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