Our merchants are small business owners. When something goes wrong with how they get paid, they want a person who picks up, listens, and sees it through. That person is you. Merchants usually reach us because something isn’t working in their business, and they’re not always at their best when they call. You’ll also say “I don’t know yet, let me find out” a lot, then go and find out.

As part of our team, you will be responsible for handling incoming support calls and online inquiries, utilizing your critical thinking skills to analyze merchant issues and offer effective solutions. Your success in this role will depend on your ability to take ownership of customer issues and prioritize the customer experience at every step.

• Experience serving people directly, in a call centre, retail, hospitality, or any job where you handled someone else’s problem.
• You can stay calm and warm with someone who is frustrated, and you don’t take it personally.
• You write clearly. A merchant should understand your reply without reading it twice.
• You’re comfortable working in Gmail, Docs and Sheets, and you pick up new software quickly.
• You’re organized enough to juggle several open issues and still follow up on every one.
• You can work shifts that start between 7:00 and 9:00 AM, plus weekends.
  

✨ Not checking every box? Please apply anyway! We know that candidates have different experiences that may make them a great fit for this position and for Helcim. We believe that diversity and having an inclusive culture is not only the right thing, but key to our long-term success. Diversity brings more experience, view-points, knowledge and insight about our future. We also want to provide an accessible interview process, so if there’s any accommodations that would make your experience more comfortable, please let us know.

• Live conversations with merchants: answering incoming calls, listening to what’s actually wrong, and getting it resolved on the spot when you can.
• Written inquiries: replying to merchants online with answers that are clear, kind and complete the first time.
• Following through: keeping detailed notes in our support ticketing system, checking back on open issues, and making sure no merchant has to explain their problem twice.
• Handoffs and escalations: passing complex issues to the right team with the full story, then keeping the merchant updated until it’s closed.
• Making the next call easier: flagging gaps in our knowledge base articles and suggesting fixes to how we support merchants.