Technical Support Specialist

OTT Pay is part of the OTT Financial Group. We are the leading Canadian company enabling businesses to accept QR code-based digital payment methods such as WeChat Pay, Alipay, and China UnionPay. We also help businesses take payments made with traditional methods such as Visa and Mastercard. In addition, we provide value-added services such as marketing and e-commerce through our platforms and other partners. We have completed Series D funding.

We are looking for a Technical Support Specialistto support our business growth in Toronto. This is a full-time, permanent position. As a Technical Support Specialist, you will be responsible for providing exceptional Technical Support to customers, focusing on payment processing systems and related technologies. This role involves diagnosing and resolving technical issues, offering guidance on payment-related concerns, and ensuring a positive customer experience. Successful candidates will possess strong technical skills, excellent communication abilities, and a customer-centric approach.

What’s in it for you:

• Salary: $40-60K (based on experience)
• Extended Health, Dental, and Vision Benefits
• Life and Disability Insurance
• Performance Bonus
• Vacation Leave
• Centrally located modern and spacious offices close to Eglinton and Leslie
• Free use of onsite Gym and Sports Facilities, and regular Company Social Events
• Learning and Professional Development Support
• A chance to work in a dynamic, collaborative, progressive and high performing team
• Community involvement through the annual Terry Fox Run
• Tremendous opportunities for Growth and Development

How you will contribute:

• Serve as the initial point of contact for customers seeking technical assistance related to payment processing systems.
• Provide timely and accurate solutions to customer inquiries, ensuring a high level of customer satisfaction.
• Analyze and troubleshoot technical issues related to payment transactions, software applications, and hardware peripherals.
• Resolve problems by guiding customers through step-by-step solutions or escalating issues to the appropriate teams when necessary.
• Maintain detailed and accurate records of customer interactions, including the nature of the issue, troubleshooting steps, and resolutions.
• Contribute to the development and updating of knowledge base articles for common issues.
• Clearly and effectively communicate technical information to customers with varying levels of technical expertise.
• Collaborate with internal teams, including developers and Tier Two support, to convey customer feedback and assist in issue resolution.
• Conduct follow-up activities to ensure customer satisfaction and gather feedback on the support experience.
• Identify trends in customer inquiries and collaborate with the team to improve support processes.
• Stay informed about the organization's payment processing systems, software updates, and industry best practices.
• Provide guidance to customers on payment-related functionalities and features.

What you bring to the table:

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• Min of 3 years of proven experience in Technical Support, preferably in the payments industry.
• Experience with payment processing systems, Point-of-Sale (POS) devices, and related technologies.
• Understanding of payment protocols, card processing, and payment gateways.
• Knowledge of troubleshooting techniques for software, hardware, and network-related issues.
• Familiarity with ticketing systems and customer support software.
• Outstanding verbal and written communication skills.
• Ability to convey technical information to non-technical users.
• Strong customer service orientation with a focus on delivering positive customer experiences.
• Patience and empathy in dealing with customers facing technical challenges.
• Analytical mindset with the ability to quickly and effectively solve technical issues.

The successful candidate will be working at our Leslie Street Head Office, Mon to Fri 900am to 530pm.

Visit our careers’ page and apply now.

OTT Financial Group is committed to fostering an inclusive and accessible environment where all employees feel valued and respected, and where every employee can realize their potential. We are committed to providing reasonable accommodation, if required, and will work with you to meet your needs. We appreciate all applicants for their interest; however, only those candidates selected for an interview will be contacted.