Job description
Client Engagement Specialist
Work Location: PSP Services Head Office
Work Schedule: Full Time – In Office – 8 Hours
Reporting Relationship: You will report to the Team Manager, Merchant Services
Paid training will start effective immediately.
Payment Solutions Providers (PSP) Services is an award-winning Canadian Fintech company, dedicated to providing innovative payment processing solutions to Canadian consumers and businesses of all sizes. As a leader in payment systems, processing and integrations, we provide modular solutions through our eCommerce, in-store payments and Point of Sale (POS) systems. These services are delivered through our proprietary HLX™ Unified Commerce Platform which integrates all major North American payment brands and offers customized data settings, enriched insights, chargeback management workflows, user management permissions, and fraud management tools.
PSP Services is committed to empowering Canadians to thrive in the ever-evolving digital marketplace. Armed with deep credit union and payment network relationships, adding the acquired assets from NCR Atleos propels PSP Services into the upper echelon of Canadian Fintech companies.
Opportunity: The Client Engagement Specialist is responsible for interacting with clients, employees, and third-party vendors to resolve issues using hardware/software systems through defined processes and techniques. This position requires excellent communication skills, a strong ability to multitask, and the ability to work in a very fast-paced environment. The Client Engagement Specialist Team provides support 24 hours per day, seven days per week and 365 days per year, and as such, employees will be scheduled on a rotation of various shifts, including evenings, overnights and weekends.
Main duties and responsibilities for this position include:
- Receive and respond to phone and email support requests from credit union branches, technicians, vendors, and internal teams regarding ATM issues, access problems, reports, transactions, and operational incidents.
- Communicate with users experiencing technical difficulties, gather required details, diagnose the nature of the issue, and determine the appropriate support or escalation path.
- Monitor ATM availability and status using tools such as Prognosis and Threshold, including reviewing outages, faults, terminal status, ticket history, and related notes.
- Perform Level 1 troubleshooting for reported ATM issues such as card reader faults, receipt printer issues, dispenser or depository faults, low cash/cash-out alerts, communication issues, or frozen/non-responsive ATMs.
- Create, update, and monitor support tickets in Jira and other approved tracking systems, ensuring accurate documentation of issue details, troubleshooting steps, client communication, dispatch details, and follow-up actions.
- Coordinate technician dispatches when required by following client-specific procedures and providing required information such as branch address, ATM/unit ID, issue description, priority level, and service reference details.
- Provide Threshold access support, including password reset handling, user validation, account status checks, and routing new user, revoke access, or permission-change requests through the approved access process.
- Use approved technical systems such as Jira, Prognosis, Threshold, Active Directory, VPN, remote desktop environments, Microsoft Outlook/shared mailboxes, and Microsoft Teams to investigate, document, and route support requests.
- Investigate or triage client requests related to missing reports, transaction inquiries, card provisioning issues, BIN-related requests, financial adjustments, and trace requests, and assign or escalate them to the appropriate internal team.
- Escalate complex network, software, ATM, transaction, access, or system issues to NOC, ATM support, settlement, QA, or other internal technical teams when the issue is outside Level 1 support scope.
Must have
- Minimum high school diploma (or equivalent); college diploma or university degree is an asset.
- Excellent verbal and written English communication skills with a professional and customer-focused approach.
- Strong learning aptitude with the ability to quickly understand and adapt to new systems, processes, and technologies.
- Proficiency with Microsoft 365 applications, including Outlook, Teams, Word, and Excel.
- Demonstrated ability to troubleshoot problems, think critically, and follow established procedures.
- Highly organized, detail-oriented, and capable of managing multiple tasks in a fast-paced environment.
Preferred to have:
- Previous experience in a customer support (1-3 years), service desk, help desk, or technical support role.
- Experience supporting ATM, banking, payment processing, financial technology, or transaction processing environments.
- Knowledge of financial institution operations, transaction processing, card services, or access control procedures.
Benefits
- Dental Care
- Extended Health Care
- Life Insurance
- On-Site Parking
- Vision Care
- Learning & development programs and resources
Job Type: Full-time
Pay: From $50,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Schedule:
- 8 hour shift
- Week Day and Weekend
Ability to commute/relocate:
- Concord, ON L4K 0C3: reliably commute or plan to relocate before starting work (required)
Work Location: In person
Job Type: Full-time
Pay: From $50,000.00 per year
Benefits:
- Dental care
- Extended health care
- On-site parking
- Vision care
Work Location: In person
