Overnight Customer Support Specialist (12:00AM - 8:30 AM EST)

We are Paramount Commerce, a leading fintech company focused on simplifying payments in Canada. Since the early 2000s, we have redefined online purchasing by introducing a way to pay directly from a bank account, bypassing credit cards or e-wallets. Our commitment is to provide the highest standards of security and risk management that support seamless payments and rich data.As we strengthen our position in Canada, we are strategically positioning ourselves for global expansion. To achieve our goals, we are seeking talented professionals who can push the boundaries of innovation, contributing to our growth across Canada and worldwide. Join us at Paramount Commerce, where we not only follow fintech trends but shape them.We are seeking a Specialist, Customer Support to join the Paramount Commerce Support Team to work our overnight shift. The Specialist, Customer Support's primary responsibility is to provide our customers with exceptional experiences at every interaction point.What You'll Do?Respond to customers through our digital channels to quickly resolve their inquiries, requests and complaintsClearly understand Paramount Commerce's products & services to effectively respond to customersWork with various departments within the organization and seek resolution to customer inquiries in a timely mannerEnsure that all customer responses are complete, properly maintained and are managed by following our specific internal processesWork with a process improvement mindset to identify challenges and suggest/provide recommendationsMonitor customer accounts for any potentially fraudulent activity, and take appropriate action where neededParticipate in special projects to improve product and service quality and customer satisfactionOther administrative duties as assignedThis role is specifically for our overnight shift from 12:00AM - 8:30AM EST with a variety of days (7 days a week, 365 days a year). Who You Are (Required Qualifications)You have 2 years of experience in a contact centre environment, preferably focused on Chat and Email supportYou demonstrate an understanding of contact centre metrics and KPIsYou possess effective verbal and written communication skillsYou have the ability to multitask and use multiple digital platforms at onceYou are a Team player with a positive, energetic, can-do attitude⭐ Bonus PointsWorking knowledge of online payment rules and regulationsExperience using Genesys CloudWhy Paramount Commerce?Competitive salaryGenerous Vacation & Summer FridaysHealth & Dental Benefits from Day 1Wellness Spending AccountRetirement savings matching planRemote / Hybrid work (Thursdays in office for GTA team)Birthday Day OffQuarterly SocialsVolunteer Days to give back to our communityParental leave top up programAt Paramount Commerce, we are proud to be an equal opportunity employer. We practice ethical and fair hiring processes and strongly encourage applications from diverse backgrounds. Don't worry if you don't check every box. If you're excited about this role and think you'd be a good fit, we encourage you to apply. We are committed to creating a place for our employees to be their authentic selves and believe diversity of thought, background, and experience are essential. Accommodations are available on request for candidates taking part in all aspects of the selection process.