Customer Support Representative, Payfirma

• High school diploma or equivalent; a college degree is preferred
• Availability to work a Saturday – Wednesday shift with availability for emergencies during off hours
• Minimum of 1 year of experience in merchant services is strongly preferred
• Hands-on experience with credit card terminals and POS systems, including setup, troubleshooting, and operation, strongly preferred
• Prior experience with Barnet POS (as a user) is considered a strong asset
• Liquor industry experience (retail operations, suppliers, or distribution) is considered an asset
• Ability to remain professional and composed in high-stress or emotionally charged situations
• Strong organizational, verbal/written communication, and customer service skills
• Critical thinking and problem-solving skills
• Team player with the ability to build and maintain professional relationships
• Excellent follow-through and attention to detail
• Ability to set priorities, manage workflow, and meet deadlines
• Desire to learn and grow industry knowledge

Desirable

• The Barnet Customer Support Representative (CSR) serves as a key point of contact for both internal teams and external clients, providing timely and effective support to ensure a smooth merchant experience
• This role requires strong communication skills, attention to detail, and a proactive approach to problem-solving in a fast-paced environment
• CSRs are expected to manage inquiries with professionalism and empathy, ensuring merchants feel supported and valued throughout their engagement
• They also play a critical role in maintaining data accuracy and supporting operational workflows that directly impact merchant satisfaction
• We are especially interested in candidates with previous experience using the Barnet POS system—as a former merchant or end-user—who can bring first-hand product knowledge and insights to the role
• Experience in the liquor retail industry is also considered a strong asset
• Provide superior customer service by anticipating merchant needs, suggesting alternatives, and resolving issues quickly
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Create, track, and manage service tickets from initiation through resolution, coordinating with internal teams to meet service-level expectations
• Act as liaison between merchants and internal teams by clearly communicating customer needs and providing accurate, timely support
• Train and assist customers on the use of equipment, troubleshooting issues, and understanding key system features
• Serve as a key participant in onboarding new customers, helping merchants transition smoothly onto Barnet systems through setup, training, and first-line support
• Provide accurate information about Barnet products and services
• Perform technical troubleshooting, including basic network setup, software installation, and diagnosing system or equipment issues
• Demonstrate openness to coaching and feedback, continuously improving service delivery
• Contribute to department improvements and participate in projects as directed by management