Customer Support Specialist

mx51 is a payments-as-a-service solution for banks, non-bank acquirers, and other merchant service providers. We are building a payment platform that allows merchants to accept payments in-store, in-app and online, whilst consolidating all their data on a real-time business management dashboard. We care about our merchants and providing an excellent merchant experience is integral to what we believe in. We are looking for an enthusiastic merchant service representative who will support our customers by resolving product and service issues, and providing information and education through in-depth knowledge of our products and services.

Key Responsibilities:

• Demonstrate a strong commitment to being “Customer Obsessed”, with a strong focus on quality of communication and feedback provided on calls.

Handle incoming and outgoing calls, create, manage, follow-up and resolve support requests via ticket-based CRM (Zendesk) with a high level of attention to detail whilst providing clients with regular progress updates.

• Resolve customer product or service problems through troubleshooting technical issues, determining the root cause of the problem and selecting, explaining & applying the best solution to the problem.
• Identify patterns & trends for merchant issues as well as attempting to replicate and complete testing to resolve said issue.
• Manage the escalation process where required to better service merchants.
• Contribute towards merchant servicing documentation, both creation and maintenance.
• Manage internal & external system access to support oriented systems.

About You:

• A can do attitude, and a willingness to learn, we are keen for you to grow with our business.
• A genuine interest in payments and technology and want to further your skills in the industry.
• Willingness to build relationships and communicate with internal + external stakeholders.
• Adaptability, multitasking and working in a fast paced environment. You will need to have good time management skills.
• Ability to think on your feet and problem solve.
• Flexible to work on a rotating roster in a structured environment.

Experience Required:

• At least 2 years experience as a help desk technician or a technical customer service support role.
• Proven experience in troubleshooting banking, payments or Point of Sale (POS) systems issues.
• Previous experience working with Zendesk or other ticketing systems.

What we offer

You will be joining an incredible team who are committed to our vision and company values. Our innovative culture gives you opportunities to make real contributions that will shape the future of the business. In addition to a fun and flexible work environment, we also offer:

Work from overseas up to 4 weeks per year Annual team offsite Social events run by our social committee Swap a public holiday and take an alternative day off Paid leave for volunteering Employee Share Option Plan (subject to invitation) Paid parental leave for primary and secondary carers Novated lease and salary sacrifice options mx51 is an equal opportunity employer that is committed to creating a diverse and inclusive environment. All qualified applicants will receive consideration for this role without bias to race, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability or age. Note: mx51 does not accept unsolicited resumes or applications from recruitment agencies.