Support Specialist

You will be responsible for providing technical support to our organization and its employees by troubleshooting and resolving issues with transactions and the network when they arise.
To be successful as a Support Specialist, you should have an in-depth understanding of the payment industry, transactions, banks and networks. Top candidates will also have good interpersonal skills, with a track record of excellent customer service. Although not required, a background in AML regulatory landscape and experience in sanctions (OFAC) screening is highly desired and preferred.

RESPONSIBILITIES
• Live customer support troubleshooting and resolving payment transactions and network related issues.
• Escalate and triage issues with coworkers through the process of fixing payment issues.
• Document common support issues and resolutions.
• Maintain complete and accurate records.
• Assist with identifying and escalating suspicious activity and/or transactions.

REQUIRED SKILLS
•
• Strong attention to detail, analytical and problem-solving skills.
• Good communication skills, both written and verbal.
• Excellent interpersonal skills.
• Ability to organize and prioritize work.

PREFERRED SKILLS (NICE TO HAVE)
• Sanction screening.
• Knowledge of AML requirements and systems (i.e. sanction screening system/tool).
• Knowledgeable in AML rules and regulations.
• Knowledge of the AML regulatory landscape and have experience in sanctions (OFAC) screening.

EXPERIENCE AND/OR EDUCATION QUALIFICATIONS WE LIKE
• Experience in payments, FX, card network rails is an asset.
• Experience in banking and payment industry.
• Previous experience is a frontline customer service role.
• Previous experience in a technical support role.
• Experience with remote desktop applications.

ADDITIONAL NOTES
• Candidate must be dependable and have stable and reliable internet.
• Candidate will be required to take live calls and speak with customers in a professional and tactful manner.