We provide fully integrated payment and point of sales solutions to restaurants, hotels and bars
We are known for our state-of-the-art point of sales systems (Veloce and Maitre’D)
We have offices in Canada, US and Europe
We have a great head office located on Nun’s Island, Québec, Canada
We are expanding and growing!
We are looking for a Help Desk Control Tower Specialist to join our team!
You will act as traffic controller for all incoming calls and email/ticket traffic for the Help Desk, as well as a coach for Level 1 agents around processes and tools. This role also supports the Help Desk team by overseeing the phone system queue’s and ensuring proper coverage and the highest levels of customer service for our clients.
About the role:
Monitor all ticket and call queue’s & dashboards to ensure the right staffing levels, keeping an eye on call & ticket volume, SLAs, and KPIs
Move agents amongst queues and allocate agents to backlog management, as volumes require, and timing permits
Review all incoming tickets to assign priority and assign to an appropriate agent.
Ensure urgent tickets are handled immediately by an appropriate agent.
Handoff tickets as needed, to other internal departments, with all the correct information necessary
Coach Level 1 agents on the right steps or process to follow, and answer questions
Handle merchant and reseller escalations, ensuring proper follow up and resolution on issues
Coordinate agent lunch hours and breaks to always ensure adequate coverage of queues
Provide ad hoc and ‘hands on’ training for the Level 1 Technical Support team
Provide feedback to Help Desk supervisors and Training team, on individual agent performance and needed areas of improvement, as well as feedback on identified knowledge gaps across agents
Answer incoming calls on the telephone queue’s, handle incoming tickets, and work on ticket backlog, as needed (Eg. Short staffed, influx of calls, etc)
Work shifts or on an “on call” rotational basis during off hours as support to the Level 1 team
Collaborate on the creation and maintenance of the internal knowledgebase
Other duties as required
Advanced level knowledge of internal PayFacto processes
Solid understanding of the products, and ability to determine priority and customer impact
Sense of urgency and commitment to excellence in customer service (internal and external clients)
Strong organizational, prioritization, and multi-tasking skills
Commitment to team goals and success through cooperation
Real desire to transfer knowledge and be a mentor
Strong communication skills and professionalism
Demonstrated ability to work autonomously and within a team
Ability to exercise sound judgment and implement and support company guidelines
Ability to deal with constantly changing requirements and priorities
Mandatory Bilingual (English and French)
Our Core Values:
Care: We care about people – our team, our customers, our partners and our community
Trust: We build and maintain trust through sincerity, openness and reliability
Ambition: We aspire to great heights
Courage: We do not back down from challenges
Agility: We adapt, learn and grow as we embrace change
One Team: We are stronger together – we succeed together
Medical and dental coverage as of Day 1
Employer Assistance Program
Vacation and personal days
Having a voice through OfficeVibe
Challenge of working in a fast-paced growing company
Are you looking to be part of our PayFacto DNA as we climb to new heights? Apply now!
More about us:
PayFacto is a North American leader in payment processing solutions with over 50,000 clients worldwide and across all industries, as well as a provider of high-quality fully integrated technology solutions for the hospitality industry.
Through its complete suite of fast, flexible, and scalable products and services, PayFacto strives to offer constant innovation and comprehensive services to merchants of all sizes around the world. Our state-of-the-art restaurant point of sale systems with robust and innovative features, our optimized e-commerce services and our powerful and secure payment technologies enable merchants to grow their business efficiently and seamlessly, manage payment transactions and streamline their operations.
With over 50,000 clients worldwide, PayFacto is growing rapidly and introducing new products to maintain its headway in a fast-paced business environment and relies on its exceptional team of passionate experts known for its agility, vision, and commitment to go above and beyond for our clients.