Payments Support Program Specialist Remote (Vancouver)

Elevate customer satisfaction as a Payments Support Program Specialist at FreshBooks. This remote role involves troubleshooting inquiries, managing escalations, and collaborating with partners to enrich customer experiences. In this specialist position, you will leverage your technical support expertise and Payments knowledge to resolve challenging customer issues efficiently. Responsibilities include responding to support inquiries across various channels, managing product defects, and liaising with product development teams. Your contributions will directly impact FreshBooks’ customer experience and operational metrics. Key Responsibilities: - Respond to customer support inquiries via phone, email, and chat - Troubleshoot and solve technical issues collaboratively - Liaise with engineering teams and external partners - Create and advocate for documentation on product enhancements - Lead customer experience incident management processes Requirements: - 1-3 years of technical support experience - 1+ years of experience in Payments - Proficiency in helpdesk tools like Zendesk and Jira - Exceptional communication skills for non-technical users - Ability to remain calm in high-pressure situations Contribute your technical expertise, customer focus, and problem-solving skills to enhance the FreshBooks user experience. Apply on Kit Job: kitjob.ca/job/2pb8w6