At Storable, we’re redefining property management for specialty real estate. Tailored for the self-storage, marine, and RV & camping industries, we seamlessly integrate management software with marketplace listings, websites, CRM, insurance, payments and more. Dedicated to empowering owners and operators, Storable helps you win more every day. Explore our platform solutions at www.storable.com.
Newbook, a subsidiary of Storable, is venturing into new territory, and we are seeking our very first support specialist that 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.
To learn more about our Newbook product check out the website here: 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 well and move between tasks with ease while still meeting deadline.
Escalations
- 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.
Subject Matter Expert
- Serve as subject matter expert for payments ecosystem and lifecycle.
- Possess a deep understanding of the organization's software, staying current with system information, changes and updates, and escalate more complex inquiries.
- Update documentation regarding payments support to share knowledge of payments with the rest of the organization.
- Leverage extensive knowledge of payments lifecycle to troubleshoot and triage unknown errors.
- Assist in actively training existing and new support representatives around aspects of supporting payments.
What you will need:
- Bachelor’s degree in Business Applications, Computer Science, or a related field is desired or equivalent work experience.
- Previous Merchant Service, Banking, or Financial experience required. Experience with credit card processing a must.
- Computer/IT Certification a plus (or equivalent years of work experience).
- 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.
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What We Do
Storable is the leading technology provider for the $38 billion self-storage industry. We create technology products that empower self storage facility owners and operators to do more. How? By giving them the tools they need to maximize their business growth and manage their day-to-day tasks seamlessly. Our talented team builds facility management software, websites and marketing tools, search aggregators, tenant insurance tools, and payment processing services all centered around self storage. And we’re pretty damn good at it, too - our team has won more awards than any other self-storage company. Over 25,000 storage facilities across the globe use our technology - from large scale operations to small "mom and pop" shops. Beyond what we do, we're a diverse crew of professionals from all walks of life - you’ll find stand-up comedians, veterans, bodybuilders, film directors, anglers, bird watchers, home brewers, orchestral musicians and more in our mix - and we’re all united on a mission to create stellar technology products that help our hardworking customers run their businesses better than they ever thought possible.
