Job Description

About Us

Exact Payments is a leading provider of high performance payment services to bank partners, software platforms, and omnichannel merchants. Exact delivers a highly scaled payments platform integrated to leading processors in the US and Canada including: Fiserv/First Data, Elavon, TSYS, Chase Canada and Moneris.

Founded in 1999, Exact is a proven player in the eCommerce payments market with deep expertise building and supporting payment platforms for large banks, ISVs and its own direct client portfolio. Our cloud-based technology is fully redundant and offers comprehensive integration options including Rest APIs, PCI-compliant hosted payment pages and virtual terminal interfaces. The technology stack is built for scale delivering the highest level of performance and reliability at transaction volumes exceeding 1 billion annually.

Exact is a private equity backed company headquartered in Scottsdale, Arizona and Vancouver, British Columbia.

Your Role

We are recruiting a Senior Product Support Analyst to join our Product Support team. Reporting to our Vice President, Product Support, this person will be responsible for developing expert-level technical knowledge of our payment solutions and engaging with clients and partners on technical challenges, issue resolution and best practices throughout the lifecycle from implementation through ongoing production support.

This position will be located in our Vancouver, British Columbia office.

What You Will Be Doing

• Completing ongoing technical product training in order to develop expert technical knowledge on our payments solutions and underlying technologies
• Fielding customer support inquiries via multiple channels including: phone, email, chat and scheduled client meetings
• Understanding the customer's technical issue or product question, documenting fully in our Hubspot & Jira systems and working the issue to a successful resolution
• Collaborating with customers and internal teams, including our Development team, to ensure complete understanding of an issue
• Taking ownership of issues reported and seeing problems through to resolution
• Researching, diagnosing, and troubleshooting product issues
• Escalating unresolved cases to the appropriate internal teams (e.g. Development) and driving rapid and complete resolution
• Monitoring software deployments
• Developing trusted relationships with technical counterparts at key customers

About You

• 3+ years experience in a technical or technical support role for a technology company. SaaS software, Payments or eCommerce experience highly desirable.
• Excellent problem solving and communication skills
• Experience in programming languages including PHP, Ruby on Rails, .Net, Python, SOAP Web Services, Linux, Node JS desirable
• Experience searching log files and debugging solutions
• Familiarity with remote desktop applications and help desk software (e.g. Hubspot)
• Experience working with eCommerce solutions including shopping carts and ERP systems
• Works well in a collaborative environment
• You exhibit a technical, logical thought process plus a strong commitment to learning and growing in the Financial Technologies (Fintech) field
• Degree in Information Technology, Computer Science or relevant field preferred

What We Offer

We are a team of passionate professionals working together to 'propel high performance digital commerce for our clients and partners'. We value diversity, creativity, innovation, collaboration, integrity and respect and are looking for people who share these same values to join our growing team. We offer a comprehensive benefits program for our Canadian employees including Extended Healthcare benefits and a Retirement Savings Plan with company match.