Client Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• The Client Support role primarily involves troubleshooting, escalating, and resolving inquiries or issues raised by clients and customers.

• Providing assistance to current clients, end users of our clients, and third-party services utilized for processing.

• Offering support to customers through various channels including email, chat/messaging, and phone (with video support anticipated in the future).

• Employing a systematic method to isolate, comprehend, and address complex issues.

• Aiding our customers in maximizing the advantages of using Trustly's products and services.

• Delivering comprehensive support with a 'customer-obsessed' approach, ensuring that every interaction adheres to high-quality standards while retaining a personal, human touch.

• Responding to inquiries related to our implementations at enterprise merchants (including APIs, UI, transaction inquiries, etc.).

• Addressing questions regarding financial and payment transactions, which encompass payment statuses, declines, transaction inquiries, and collections inquiries, with adjustments as the business evolves.

⛳️ Requirements

• Prior experience in a customer support or operations position.

• A genuine empathy, enthusiasm, and commitment to helping customers.

• Strong written and verbal communication skills, with experience assisting customers via email/chat and on the phone.

• Excellent proficiency in English (both written and spoken).

• Additionally, ideally:

• Experience with iOS or Android platforms.

• Familiarity with Salesforce Service/CRM.

🏝️ Benefits

• Flexible paid time off and generous PTO accrual plans.

• Comprehensive medical, dental, vision, and other insurance options.

• Home office setup allowance.

• Internet stipend.

• Retirement plan matching for 401k and RRSP.

• Gender-neutral paid parental leave, among other benefits!