Knowledge Base Support Specialist

Paysafe Westlake Village , CA 91361

Posted 2 months ago

About Paysafe Group

Paysafe Group (Paysafe) is a leading global provider of end-to-end payment solutions. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, card issuing, and online cash solutions. With over 20 years of online payment experience, an annualized transactional volume of over US $80 billion, and approximately 3,000 employees located in 12+ global locations, Paysafe connects businesses and consumers across 200 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics, and the convergence between brick-and-mortar and online payments.

Overview

Paysafe is looking for a Knowledge Base Support Specialist who is passionate about delivering excellent content across our entire Paysafe's organization.

In this role, you will be creating content and presenting it in a world-class online knowledge base library supporting payment processing cross-functional stakeholders to deliver and maintain accurate, relevant, user-friendly knowledge base (KB) content for our CS teams.

We're looking for someone who will advocate for solutions that will make the entire Paysafe community successful. You should be a skilled, intellectually curious, deadline-driven writer, editor, and project manager who is thorough, analytical, and undaunted by fast-paced changes and a people person.

Responsibility:

  • Creates, enhances, maintains, and updates Knowledge Base articles and links.

  • Applies an understanding of the Knowledge Base structure to create, implement, and organize content so that information is located and is presented to the end-user in a logical format.

  • Provides first-tier support to end-users answers all inbound calls, troubleshooting, developing, gathering, and organizing content to answers those questions.

  • Creates and disseminates communication.

  • Interacts with appropriate Subject Matter Experts from various departments to obtain and refine content for the Knowledge Base library.

  • Fosters an environment where questions are being asked through the KB and answers are being provided through the KB so that a growing library of self-service, searchable solutions are available which then also decreases the inbound call volume.

  • Works with business teams to anticipate operations team needs, then develop content that drives self-service engagement and decreases inbound calls.

  • Measure success of both online and inbound calls by producing monthly reports on page views, clickstream/click paths, telephone call count and duration, and other metrics as needed.

  • Builds strong relationships with stakeholders and functional teams.

  • Other duties as assigned.

Skills & Experience

  • 2+ years of experience in a technical call center environment and/or customer support role

  • Should have Payment Processing industry experience (accepting credit cards or point of sale equipment, terminals, etc.) preferred

  • Experience leading implementing and managing a Knowledge Base platform

  • Must have experience with one of the knowledge base software/tools such as WordPress, Helpjuice, ZenDesk, Document360, ServiceNow, Centralpoint, Bold360, Bloomfire, Knowledge Center, Happeo, and Guru, etc.

  • Experience writing SQL quires and advance Excel skills (V-LookUp & Pivot tables) highly preferred

  • Experience taking inbound phone calls, troubleshooting and documenting data

Competencies

  • Ability to quickly troubleshoot, analyze and solve problems over inbound phone calls along with building content

  • Ability to track and document issues, along with following up with internal customers

  • Excellent problem solving and analytical skills

  • Excellent written and verbal communication skills

  • Ability to multi-task in a fast-paced environment

  • Obsessive attention to detail and an internal drive for accuracy

  • Lack of fear in challenging the status quo and creating solutions

  • Appetite for acquiring new skills and aptitude for applying them

Equal Employment Opportunity

Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments, please let us know. We will be happy to help and look forward to hearing from you.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Client Support Specialist

Amerihome Mortgage Company

Posted 4 weeks ago

VIEW JOBS 5/5/2020 12:00:00 AM 2020-08-03T00:00 Position Title: Client Support Specialist What we're looking for: The Client Support role acts as an internal and seller facing client liaison on all issues pertaining to new client onboarding and overall system support for clients. This role provides exceptional communication (both oral and written), excellent customer service by developing and managing client relationships, and interacts with internal groups and upper management on a regular basis in order to resolve customer escalations. What you will do: * Delivers our New Client Welcome Call, onboarding new clients when applicable * Assists Clients with account log-ins and other admin issues within the system of use * Assists with secure uploads and set up for clients * Assists clients with uploading documentation into all applicable systems * Assists internal partners with client-facing related issues, maintaining the direct contact for the client * Assists with updating applicable user guides in Seller Web What you will need: * Ability to clearly and effectively communicate with various groups within the company (including senior management) as well as various external business partners both verbally and in writing * Perform well in a fast-paced, high-pressure environment * Work independently, prioritize, organize, and multi-task in order to maintain established standards and consistently meet service level agreements * Excellent attention to detail and analytical skills What will really catch our eye: * Ability to work independently and as a team player * Clear and effective communication skills * Basic proficiency in Microsoft Office products (Excel, Word, etc.) What we offer: At AmeriHome, our employees are our most important asset. To demonstrate our commitment to them, in addition to a competitive compensation package, we offer a comprehensive suite of benefits to help our employees manage their personal lives and plan for the future while working hard at their home away from home. We offer a generous contribution strategy that keeps our benefits competitive and affordable and ensures that we are able to attract and retain the best talent. Who We Are AmeriHome Mortgage was established in 2014. By 2017, we earned the distinction of being a top 10 mortgage lender. AmeriHome is a privately held, multi-channel, mortgage investor, direct-to-consumer lender, and servicer, licensed in 49 states and headquartered in Thousand Oaks, California with offices in Irvine, CA and Dallas, TX. Focused on delivering excellence in lending, our motivation for success is represented throughout the company and thrives from the trust built between all employees. AmeriHome is always looking for top talent to join our growing, fast-paced, and friendly teams. Amerihome Mortgage Company Westlake Village CA

Knowledge Base Support Specialist

Paysafe