Tier 2 Payments Support Specialist

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 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.

All applicants must be currently authorized to work in the United States on a full-time basis.

Storable is a fully distributed company, but is currently only registered for employment in certain states. To be eligible for employment, you 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. 
At the heart of Storable is our “Win More” culture, which reflects our commitment to delivering exceptional value to our customers and fostering the personal and professional growth of our employees. As we continue to grow, we are embracing an AI-forward approach by thoughtfully integrating intelligent automation, advanced analytics, and data-driven insights into our platform and operations to help our customers and teams operate smarter, move faster, and win more than ever before.

Benefits and Perks: 

• Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
• 401(k) match after 60 days, 100% vested after 1 year.
• Employer contribution to your HSA, plus an HRA to help offset your deductible.
• Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy.
• Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
• 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
• 8 hours of Rest, Relax, Recharge time to care for your mental health.
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
• Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
• ’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
• Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed.
• $50 monthly home data stipend, plus a home office sign-on bonus of $250.
• Fertility care support options to help in your journey towards parenthood.
• Access to financial experts to help you make informed decisions and achieve your financial goals.
• Direct Student Loan Payment Program, some qualifications and eligibility rules apply.

Storable is committed to providing equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Storable will provide reasonable accommodations for qualified individuals with disabilities.

Important Notice: To protect yourself from fraudulent activities, please consider the following: 

- Official Communication: All genuine communication from Storable will come from official email addresses, ending in “@storable.com.” Be cautious of any communication that doesn’t match this criteria.
- No Unsolicited Offers: We do not extend job offers without a formal interview process. If you receive an unsolicited job offer claiming to be from Storable or any of its representatives, it’s a red flag.
- Verification: If you’re uncertain about the legitimacy of any job offer or communication claiming to be from Storable, please contact our HR department directly at [email protected] for verification.

Your security and trust are paramount to us. If you suspect you’ve been contacted by someone falsely claiming to be from Storable or using our company's name for any dubious purpose, please immediately report the incident to [email protected]