ABOUT THE ROLE
Apaylo has been at the forefront of financial technology innovation, and has become a trusted partner to leading merchants across Canada. We enable merchants to access the canadian banking system for reliable and secure consumer financial data intelligence and payment processing software solutions.
We are a team of smart, dedicated people committed to finding groundbreaking solutions to ecommerce challenges. We foster an inclusive, collaborative environment where all voices are heard, all people are respected, and all triumphs are celebrated. We also recognize that leading-edge innovation means doing things that have never been done before. Sometimes we’ll fail. That’s good, because we learn from failure, take what we learn, and move on to success.
We are looking for an experienced customer-driven Merchant Services (Tech-Support) Analyst to join our Merchant Services Team.
AREAS OF RESPONSIBILITY
Troubleshoot merchant issues and direct merchant escalations to the appropriate teams. Follow standard escalation procedures.
Available to work after business hours and participate in rotating on-call 24/7 responsibilities.
Resolve customer queries that are brought forward by our Customer Service team.
Recommend and/or establish system and procedural improvements and changes.
Continuous monitoring and analysis of security alerts, audit logs and reports.
Maintain comprehensive, current and accurate documentation on applicable escalation procedures for our respective products.
Identify and address sub-optimal performance and work with merchants and internal departments to implement improvements.
Maintain knowledge of Apaylo products and current sales procedures
General knowledge of the banking industry is considered an asset.
Ability to build and maintain positive work relationships with merchants.
Detail oriented and organized.
Team player and collaborative; able to work independently.
An effective communicator, both spoken and written.
A critical thinker; able to trouble shoot and solve problems.
Able to manage your time effectively and adapt quickly to changing priorities.
Results oriented, take initiative, and own every aspect of the job.
Development experience with at least one of the following programming languages is an asset: Java, JSP, C# and SQL
Experience with Confluence & JIRA would be a bonus but training will be delivered.
Knowledge of Splunk would be considered an asset.