SaaS Tier 2 Support Specialist

Summary

Join Newbook's Support team as a Payments Subject Matter Expert! You will provide exceptional support to clients via phone and email, resolving complex payment and software issues. Leverage your expertise in merchant services and the payments ecosystem to troubleshoot and analyze problems. Collaborate with other teams to escalate and resolve complex cases. Contribute to the knowledge base and train colleagues. This remote position requires 2+ years of relevant experience, a Bachelor's degree or equivalent, and excellent communication skills. Newbook offers a supportive and collaborative environment.

Requirements

• 2+ years of product support experience in technical, payments related support position
• 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 is a must
• 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

Responsibilities

• 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
• 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
• 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

Preferred Qualifications

Computer/IT Certification a plus (or equivalent years of work experience)

Benefits

• Generous health coverage for you and your family, including short- and long-term disability coverage, two-times base salary company-provided life insurance, emergency loans, legal coverage and more
• 401(k) match after 60 days, 100% vested after 1 year
• Employer contribution to your HSA, plus a HRA to help offset your deductible
• Engage remotely! Since 2020, we’ve transitioned to a fully remote environment but that doesn’t mean we’re not connected. We continue to run regular contests, trivia games, and virtual happy hours!
• Instant-access and flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy. No waiting to use it or need for accruals
• Do More, 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
• Company anniversaries, birthdays, weddings, adding children to a family, first-time home buyers and more are celebrated
• We encourage you to get active in the community by joining one of our offsite volunteer and community service events and by using volunteer PTO time
• Self-care matters, so we offer the opportunity to take a load-off and enjoy a mental health day outside of your normal PTO time
• 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 take care of aging dependents or family members, if needed
• Monthly home data stipend added directly to your paychecks to help cover the cost of home internet, plus a home office sign-on bonus of $250
• Comprehensive fertility care to support your journey towards parenthood. From fertility treatments to consultations, we've got you covered
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
• We offer financial experts to all our team members to help you make informed decisions and achieve your financial goals
• We offer break initiatives that promote relaxation, ensuring you can recharge and bring your best self to both work and personal endeavors
• Early Wage Access with DailyPay, this is an optional benefit that allows you to get your pay any time before payday and easily track how much you’re making
• Direct Student Loan Payment Program, Storable has partnered with Fidelity to make a contribution directly to your loan servicer, some qualifications and eligibility rules apply