Job Description

Job description

Tier 2 Payments Support Specialist

Newbook is venturing into new territory, and we are seeking our very first support specialist that knows all things payments to join our collaborative and committed Support team. As the Payments SME in the Support team, you will be entrusted with delivering a friendly, enthusiastic, and customized support experience for our amazing customers using our platform. You are the missing puzzle piece to help us bridge any knowledge gaps that may arise. Through extensive knowledge of merchants services and payments ecosystem, you will analyze, investigate, and resolve complex payments and software related issues. While you may encounter problems that can be resolved through a number of our existing resources, you may also have to troubleshoot an issue that we have not yet had the chance to tackle. 

About Us

Newbook provides award-winning Online Booking and Property Management Systems to transform the way the hospitality and tourism industry does business. Innovation and excellence are at the heart of what we do, and we strive to give our clients the very best to help them reach their full potential. The success of Newbook is driven by the unique contributions of its people. We have created an open, flexible, and supportive environment that inspires diversity and enables everyone to thrive. We would love for you to consider joining our amazing team! 

Check out our website to find out more: www.newbook.cloud

What you will do:

Case Handling

• Provide guidance and support to clients over phone and email, ensuring to register and classify cases based on severity and priority 
• Utilize existing knowledge base, manuals or other reference materials to resolve cases
• Proactively investigate and resolve cases while collaborating with team members
• Contribute and update our knowledge base and communities
• Accept and retain ownership of requests, provide regular updates to support and /or customers on the status of each request and manage aging of assigned requests
• Handle interruptions well and move between tasks with ease while still meeting deadline

Escalations

• Collaborate with product or engineering to troubleshoot and triage issues for customers.
• Analyze payments related issues from other team members to assist triaging and troubleshooting
• Replicate and log reported bugs in bug tracking system
• Escalate cases to Escalation or R&D Engineers when required

Subject Matter Expert: 

• Serve as subject matter expert for payments ecosystem and lifecycle
• Possess a deep understanding of the organization's software, staying current with system information, changes and updates, and escalate more complex inquiries
• Update documentation regarding payments support to share knowledge of payments with the rest of the organization.
• Leverage extensive knowledge of payments lifecycle to troubleshoot and triage unknown errors. 
• Assist in actively training existing and new support representatives around aspects of supporting payments.

What you will need: 

• Bachelor’s degree in Business Applications, Computer Science, or a related field is desired or equivalent work experience.
• Previous Merchant Service,  Banking, or Financial experience required. Experience with credit card processing a must. 
• Computer/IT Certification a plus (or equivalent years of work experience)
• At least 2 years of product support experience in technical, payments related support position 
• Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
• Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues
• Excellent knowledge of customer service principles and practices with previous customer service experience
• Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting procedures
• Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment
• A positive, professional, solution-oriented, enthusiastic and team-oriented attitude
• Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines
• Ability to follow department processes and procedures
• Experience utilizing CRM systems

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