Costa Rica onlyAt Paystone, we believe great customer experiences start with great people and right now, we’re hiring a Customer Support Agent to join our DataCandy team. In this role, you’ll be the friendly, knowledgeable voice that helps our customers solve problems, navigate our platform, and get the most out of our Loyalty & Gift Card solutions. Whether it’s guiding a merchant through a feature, resolving a technical issue, or fulfilling a loyalty card order, you’ll play a key role in ensuring every interaction leaves customers feeling confident, valued, and heard. If you’re passionate about delivering excellent service, thrive in fast-paced environments, and are ready to grow your career with a company making big moves in the SaaS and fintech space we’d love to meet you.
What You Will Do
- Respond to customer inquiries by phone, email, or chat — resolving issues on first contact whenever possible.
- Investigate customer concerns and find the best solution quickly.
- Communicate clearly and professionally with customers, partners, and internal teams.
- Follow up with customers until their issue is resolved.
- Document all interactions in our systems.
- Work with other departments (Product, Finance, Sales, Technical Support) to solve problems.
- Educate customers on DataCandy products and services.
- Spot opportunities to retain customers and prevent cancellations.
- Escalate complex cases when needed.
- Provide fi rst- and second-level support to administrators and end users.
- Place loyalty and gift card orders with suppliers.
- Draft service offers for special customer requests.
- Investigate and collaborate with developers on technical issues.
- Coach clients on how to use the DataCandy platform and apply best practices to ensureprogram success.
- Report on service statistics and help improve KPIs.
- High school diploma or equivalent required: post-secondary education in Business, Communications, or a related fi eld is an asset.
- 2–3 years of experience in customer service, technical support, or a call center environment.
- Strong communication skills in English, both verbal and written.
- Proficiency in handling inbound and outbound communications via phone, email, and chat.
- Skilled at using CRM tools, ticketing systems, and communication platforms.
- Ability to troubleshoot technical issues and guide customers through effective solutions.
- Strong problem-solving abilities and attention to detail.
- Empathy, active listening, and a professional demeanor in all customer interactions.
- Ability to adapt to fast-paced, changing environments while working independently or as part of a team.
- Experience providing both first- and second-level technical support.
- Comfortable compiling service and support statistics and using data to improve KPIs.
- Familiarity with data manipulation; SQL experience is a plus.
- Experience collaborating with developers to resolve technical issues.
Spark Hire Interview – Quick one-way video intro.
Manager Interview – Virtual meeting on skills & fit.
- Peer Interview – Virtual team meet & collaboration check.
Compensation
- Salary: USD $1,350 per month
Our Mission
By joining Paystone, you are joining a team that is future-focused and driven by our mission of creating Customer Driven Growth.
By helping our clients create better experiences for their customers, and in turn, motivating their happy customers to share their experiences with others, our platform creates the momentum for our clients to gain more happy customers. In other words, we win when our customers do.
Curious?
Good! We want all the curiosity we can muster. Innovation stems from observation and
questioning, so be eager, be innovative, and be ready to raise the bar.
Come check us out!!
About Us
Paystone is a leading North American payment and software company redefining the way merchants engage their customers and grow their businesses. The company's seamlessly integrated suite of automated payment processing, customer loyalty, gift card solutions, and now reputation marketing, is used by brands such as Irving Oil, The Source, Global Pet Foods, Kernels Popcorn, and many of the MTY Food Group's restaurant brands. Paystone's solutions are used at over 30,000 locations across Canada and the United States which collectively process over 10 billion dollars a year in bankcard volume. We employ over 200 employees and serve as the technology partner of choice for hundreds of partners across North America.
**Paystone is an equal opportunity employer. Should you require any accommodations due to disability please let us know at the time you are selected for an interview.**
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