Tier 2 Payments Support Specialist

Newbook is expanding into new territory, and we’re looking for our first dedicated Support Specialist who truly understands payments to join our collaborative, committed Support team. As the Payments Subject Matter Expert (SME) on the Support team, you’ll deliver a welcoming, energetic, and tailored support experience for our customers using our platform. You’ll help close any knowledge gaps that may arise. With deep expertise in merchant services and the payments ecosystem, you’ll analyze, investigate, and resolve complex payments and software-related issues. Some problems can be addressed using existing resources, but you may also need to troubleshoot issues we haven’t encountered yet.

About Us

Newbook provides award-winning online booking and property management systems that transform how the hospitality and tourism industry operates. Innovation and excellence are at the core of what we do, and we aim to give our clients the best possible tools to reach their full potential. Newbook’s success is driven by the unique contributions of our people. We’ve built an open, flexible, and supportive environment that encourages diversity and helps everyone thrive. We’d love for you to join our amazing team.

Learn more on our website: https://www.newbook.cloud

What You Will Do:

Case Handling

• Provide guidance and support to clients by phone and email, ensuring cases are properly registered and categorized by severity and priority.

• Use the existing knowledge base, manuals, and other reference materials to resolve cases.

• Proactively investigate and resolve cases while working closely with team members.

• Contribute to and update our knowledge base and community resources.

• Own requests end-to-end: provide regular updates to support and/or customers on each request’s status, and monitor and manage aging for assigned requests.

• Handle interruptions calmly and switch between tasks efficiently while still meeting deadlines.

Escalations

• Work with Product or Engineering to troubleshoot and triage customer issues.

• Review payment-related issues reported by other team members to support triage and troubleshooting.

• Reproduce and document reported bugs in the bug tracking system.

• Escalate cases to Escalation or R&D Engineers when necessary.

Subject Matter Expert

• Act as the go-to expert for the payments ecosystem and lifecycle.

• Maintain a strong understanding of the organization’s software, including staying up to date with system information, changes, and updates—and escalate more complex questions as needed.

• Update payments-related support documentation so the wider organization can benefit from your expertise.

• Use your deep knowledge of the payments lifecycle to troubleshoot and triage unknown errors.

• Help train both new and existing support representatives on how to support payments.

What You Will Need:

• A bachelor’s degree in Business Applications, Computer Science, or a related field is preferred, or equivalent work experience.

• Previous experience with merchant services, banking, or financial services is required. Credit card processing experience is a must.

• Computer/IT certification is a plus (or equivalent years of work experience).

• At least 2 years of product support experience in a technical, payments-related support role.

• Strong interpersonal communication skills, both written and verbal, with the ability to stay calm and professional in all situations.

• Excellent phone skills, including active listening and the ability to ask effective questions to resolve issues.

• Thorough knowledge of customer service principles and practices, supported by prior customer service experience.

• Proven ability to resolve escalated technical issues quickly by identifying the root cause, developing solutions (including customized solutions beyond standard product usage), and completing step-by-step troubleshooting.

• Strong understanding of the overall role, including comprehensive knowledge of relevant software applications and equipment.

• A positive, professional, solutions-focused, enthusiastic, and team-oriented attitude.

• Demonstrated ability to manage interruptions effectively and transition between tasks while still meeting deadlines.

• Ability to follow departmental processes and procedures.

• Experience using CRM systems.

$60,000 — $90,000/year