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Technical Support Specialistmx51
mx51 is a payments-as-a-service solution for banks, non-bank acquirers, and other merchant service providers. We are building a payment platform that allows merchants to accept payments in-store, in-app and online, whilst consolidating all their data on a real-time business management dashboard. About the role: We care about our merchants and providing an excellent merchant experience is integral to what we believe in.
We are looking for an enthusiastic merchant service representative who will support our customers by resolving product and service issues, and providing information and education through in-depth knowledge of our products and services. This role can be based in Sydney or Melbourne. A bit more of the details: Resolve customer product or service problems through troubleshooting technical issues, determining the root cause of the problem and selecting, explaining & applying the best solution to the problem.
Identify patterns & trends for merchant issues as well as attempting to replicate and complete testing to resolve said issue. Manage the escalation process where required to better service merchants. Demonstrate a strong focus on quality of communication and feedback provided on calls.
Contribute towards merchant servicing documentation, both creation and maintenance. Manage internal & external system access to support oriented systems. What we'd love to see in an applicant (but don't be put off if you don't have everything): Proven experience as a help desk technician or a technical customer service support role.
Previous experience working with Zendesk or other ticketing systems. Flexible to work on a rotating roster in a structured environment. The hours are 6am - 10pm during the week and 8am - 8pm on weekends.
You would not be expected to work every weekend, but some weekend work may be required. These hours are subject to change over the next few months, resulting in earlier finishes. A can-do attitude, and a willingness to learn, we are keen for you to grow with our business.
Great communication skills, and a desire to build relationships with internal and external stakeholders. A genuine interest in payments and technology and want to further your skills in the industry. The nice to haves (but no worries if you don't have them): Knowledge in banking, payments or Point of Sale (POS) systems.
What we offer You will be joining an incredible team who are committed, customer focused, adaptable and curious. Our innovative culture gives you opportunities to make real contributions that will shape the future of the business. In addition to a fun and flexible work environment, we also offer: Work from anywhere up to 4 weeks per year Flexible work practices and tools to help you set up your remote workstation Access to co-working facilities across 3 states Annual team offsite Social events run by our social committee Swap a public holiday and take an alternative day off Paid leave for volunteering Employee Share Option Plan (subject t....