Technical Support Level jobs in Montréal, QC

Job Overview
At Panda Pay, the client and our relationship with them, is the cornerstone of our business. That’s why we’re focused on providing them with sound advice through meaningful conversations. In this role, you’ll get to know our business quickly, working with a diverse group of talented professionals in a dynamic environment. Here, your ideas will be heard and your potential will always be recognized. Join us, and you’ll be part of a true team, collaborating with others to build an exciting career at Panda Pay.

RoadTech Specialist

The RoadTech Specialist is a critical component to the overall mission of PandaPay. Your one-on-one interactions with our clients are crucial in developing the long-lasting relationships that drive our success. As a member of our RoadTech team, you will be expected to meet with our clients face-to-face to provide training, support and trouble-shooting. The right candidate will show strong communication skills, have the ability to trouble-shoot complex issues and enjoy being on the road to service clients.

Responsibilities

• Proactively set up appointments with clients for onsite service, training and support
• Serve and delight each client during every interaction and navigate their requests for account maintenance and troubleshooting any issues in an efficient and professional manner
• Understand our client needs through quality conversations and identify opportunities to promote the services to meet their needs
• Handle escalated customer service requests and engage with customers and providers to obtain final resolution
• Engage in meaningful conversations with merchants to maximize retention by adopting PandaPay’s values and mission
• Refer clients to other team members and partners who can help support the needs of the client
• Actively participate in regular coaching sessions and team meetings, troubleshoot hardware and software issues on-site

• Schedule and manage appointments with clients

• Provide timely and efficient technical support to clients

• Collaborate with the team to ensure client satisfaction

• Manage projects and plan accordingly

• Maintain accurate records of client interactions and technical issues

• Send clients video-based tutorials where needed

Skills

• A positive, enthusiastic attitude, with strong people skills
• Proven customer service experience and passion for helping others and sales delivery
• Experience in the payment processing industry is an asset
• Strong service-oriented mentality with a demonstrated ability to listen compassionately and apply a solution-orientated approach
• Experienced communicator and educator, both verbal and written
• The ability to multi-task, with above-average computer skills and digital awarenessFlexibility to work a variety of 8 hour shifts
• Effective relationship management skills
• 1-3 years of experience in a technical support or technician role
• Strong technical skills and knowledge of hardware and software troubleshooting
• Excellent communication skills, both verbal and written
• Ability to work independently and as part of a team
• Strong project management and planning skills
• Bilingual in English and French is a requirement

Joining the Panda Pay Team has many perks, including:

• Access to a variety of formal and informal training sessions including on-the-job training, online learning, virtual classrooms and in-classroom learning.

• The opportunity to grow with our company and help one another to reach our full potential opportunities to participate and volunteer in the community

• We’re here to help our clients, our community, and our colleagues. As a member of the home office team, we’ll support you with the tools and resources you need to reach new milestones, as you help our clients reach theirs. From in-depth training and coaching to manager support and networking-building opportunities, we’ll help you gain valuable experience, broaden your skillset and achieve your goals.

• Working with us means being part of a team of talented and passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance.

PandaPay is committed to an inclusive, equitable, and accessible workplace. By embracing diversity, we gain strength through our people and our perspectives. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Job Type: Full-time

Pay: $60,000.00 per year

Benefits:

• Commuter benefits
• Extended health care
• Life insurance
• Mileage reimbursement
• On-site parking
• Work from home

Work Location: On the road