Tier 2 Payments Support Specialist\n\nNewbook 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. \n\nAbout Us\n\nNewbook 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! \n\nCheck out our website to find out more: www.newbook.cloud\n\nWhat you will do:\n\nCase Handling\n\n\n* Provide guidance and support to clients over phone and email, ensuring to register and classify cases based on severity and priority \n\n* Utilize existing knowledge base, manuals or other reference materials to resolve cases\n\n* Proactively investigate and resolve cases while collaborating with team members\n\n* Contribute and update our knowledge base and communities\n\n* 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\n\n* Handle interruptions well and move between tasks with ease while still meeting deadline\n\n\n\n\nEscalations\n\n\n* Collaborate with product or engineering to troubleshoot and triage issues for customers.\n\n* Analyze payments related issues from other team members to assist triaging and troubleshooting\n\n* Replicate and log reported bugs in bug tracking system\n\n* Escalate cases to Escalation or R&D Engineers when required\n\n\n\n\nSubject Matter Expert: \n\n\n* Serve as subject matter expert for payments ecosystem and lifecycle\n\n* Possess a deep understanding of the organization's software, staying current with system information, changes and updates, and escalate more complex inquiries\n\n* Update documentation regarding payments support to share knowledge of payments with the rest of the organization.\n\n* Leverage extensive knowledge of payments lifecycle to troubleshoot and triage unknown errors. \n\n* Assist in actively training existing and new support representatives around aspects of supporting payments.\n\n\n\n\nWhat you will need: \n\n\n* Bachelor’s degree in Business Applications, Computer Science, or a related field is desired or equivalent work experience.\n\n* Previous Merchant Service,  Banking, or Financial experience required. Experience with credit card processing a must. \n\n* Computer/IT Certification a plus (or equivalent years of work experience)\n\n* At least 2 years of product support experience in technical, payments related support position \n\n* Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances\n\n* Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues\n\n* Excellent knowledge of customer service principles and practices with previous customer service experience\n\n* 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\n\n* Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment\n\n* A positive, professional, solution-oriented, enthusiastic and team-oriented attitude\n\n* Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines\n\n* Ability to follow department processes and procedures\n\n* Experience utilizing CRM systems\n\n\n \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to SaaS and SaaS jobs that are similar:\n\n $60,000 — $90,000/year\n
\n\n#Benefits\n 💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n
\n\n#Location\nChicago, Illinois, United States