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.
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.
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
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.