Customer Support Agent
Paystone
Spark
Salary
💰 $1,350 per month
Job Level
JuniorMid-Level
Tech Stack
Spark
About the role
- Respond to customer inquiries by phone, email, or chat — resolving issues on first contact whenever possible.
- Investigate customer concerns and find the best solution quickly.
- Communicate clearly and professionally with customers, partners, and internal teams.
- Follow up with customers until their issue is resolved.
- Document all interactions in our systems.
- Work with other departments (Product, Finance, Sales, Technical Support) to solve problems.
- Educate customers on Paystone products and services.
- Spot opportunities to retain customers and prevent cancellations.
- Escalate complex cases when needed.
- NiceJob: Coach users on growing their business, identify upsells, conduct outreach to re-engage inactive customers, improve processes, route queries.
- Paystone Accounts & Billing: Resolve account, billing, funding, and product issues using acquirer portals, Excel/Google Sheets and CRM, work with technical, sales and accounting teams, handle escalations.
Requirements
- High school diploma or equivalent required.
- Post-secondary education in Business, Communications, or a related field is considered an asset.
- 2–3 years of experience in customer service, technical support, or a call center environment.
- Strong communication skills in English.
- Proficiency in handling inbound and outbound communications by phone, email, and chat.
- Skilled at using CRM tools, ticketing systems, and communication platforms.
- Ability to troubleshoot technical issues and guide customers through solutions.
- Strong problem-solving abilities and attention to detail.
- Empathy, active listening, and a professional demeanor.
- Ability to adapt to fast-paced, changing environments while working independently or as part of a team.
- NiceJob role: Experience in coaching customers, identifying upsell opportunities, proactive outreach, analyzing customer success processes.
- Paystone Accounts & Billing role: Experience resolving account and billing issues in a SaaS or fintech environment, familiarity with coordinating across technical, accounting and sales teams, skilled in customer retention and escalations.
