Payment Services Support Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Job Summary: The Bilingual (French/English) Payments Services Support Specialist, based in Canada, plays a pivotal role in ensuring seamless support for our customers and business units by managing merchant account changes and addressing financial inquiries related to billing, fees, and reconciliation. As part of our commitment to providing exceptional service, we are seeking a skilled bilingual (French/English) professional who thrives in a dynamic, fast-paced environment and is eager to join a high-performing team serving clients across Canada.
 

Primary Responsibilities:

• Develop understanding of internal/external systems and features we support.
• Provide first-class customer support via phone, email, and ticketing.
• Maintain accurate records of customer interactions and transactions, including detailed notes on inquiries, issues, and resolutions.
• Validate and execute requests for changing and confirming Banking, Funding, customer contact information.
• Assist customers with reconciliation of batches, statements, deposits, and funding.
• Answer questions around billing, fees, and pricing.
• Manage communications between portfolio companies, clients, and third-party vendors.
• Resolve escalated issues within published timeframes.
• Cross train to support other functions within the department as business needs require.
• Perform other duties as assigned.

Primary Qualifications:

• Bilingual in French and English
• Strong ability to problem-solve
• Previous experience working in a customer service, technical troubleshooting position
• Familiarity with payment device operation and technical support a plus
• Communicate effectively with customers to identify needs and provide solutions
• Minimum one (1) year of merchant and/or payment industry peferred
• Excellent communication skills, both written and verbal
• Solid organizational and time management skills
• Sound judgment, strong problem solving and analytical skills
• High motivation and attention to detail
• Efficiency and attention to take ownership of actions and initiative
• Ability to learn quickly and to work both independently and as part of a team toward the achievement of client and team goals
• Must have good Microsoft office skills with a working knowledge of Word and Excel

Fullsteam recognizes that your health and wellbeing are a priority. This is why we offer a full suite of benefits that include:
•  Medical
•  Extended Health and LTD plan
•  Dental
•  Vision
•  RRSP (with employer match)
•  Health Spending Account
•  Flexible paid time off

This posting is for an existing vacancy and will remain open until filled.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.