This site uses cookies. To find out more, see our Cookies Policy

Subject Matter Expert in Montreal at Pivotal Payments

Date Posted: 3/29/2018

Job Snapshot

  • Employee Type:
  • Location:
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

As a Subject Matter Expert, Level I, you will be challenged with resolving escalated incidents for our customers (internal and external), partners and your colleagues.  Acting as the second level of support for our clients, your day-to-day will consist of two functions. 

First, acting as council to our first level of support in the contact center, responding to their technical questions and taking ownership of the interaction when necessary.  Second, handling escalated cases tracked via ticket in our CRM.

The ideal candidate for this role is a person who can apply what they know to a new, unknown situation and flex their problem-solving muscles.  They are motivated by technical challenges with often, unclear causes and solutions.  A person who understands that there are often several ways to approach a customer’s reported problem, work hand in hand with their teammates to make things right by the client and finally, report the feedback to the business so we can prevent future incidents.

The candidate should have the time management skills necessary to be able to manage their schedule between inbound interactions, research their pending tickets/issues, reach out to clients to deliver the solution, and ensure their satisfaction


  • Handle escalated/supervisor calls of a technical, billing or settlement-related nature, chats and tickets, provide resolution and follow up.
  • Handle first levels calls/contacts as needed
  • Track all work within ticketing systems
  • Ensure that production standards with respect to productivity, quality and attendance are met and maintained.
  • Identify opportunities for improvement related to documentation, operational processes, and/or agent knowledge/behavior. Then recommend corrective action to management.
  • Prioritize between solving urgent and time sensitive related issues, escalate for further assistance and/or be prepared to assist with other workgroup related functions including the handling of standard call types.
  • Any other tasks as assigned by management.
Thank you for your consideration.

Job Requirements

Qualifications (skills/experience)

  • Strong knowledge of payment terminals/gateways and other products
  • OR Strong knowledge of payment processing statements, billing processes, and settlement reconciliation.
  • Preferably both items listed above
  • At least 1 year Payments industry experience in a technical support or customer service capacity
  • Strong interpersonal skills
  • Strong knowledge of payment processing back-office systems
  • Strong knowledge of industry processes (eg. Authorization, Clearing & Settlement)
  • Ability to be tactful, maintain confidence and foster a friendly, convivial, ethical work environment
  • Ability to work with grace, and stay motivated under pressure.
  • Strong problem-solving skills
  • Beginner to Intermediate user of MS Office Suite (Word, Outlook, Excel)
  • Strong written and verbal communication skills
  • Ability to work in both English and another language is an asset.