Senior Production Support Analyst in Vancouver - Howe Street at PayPal

Date Posted: 8/12/2019

Job Snapshot

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 286 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

The Production Support Analyst is a key member of the Hyperwallet service delivery team responsible for supporting Hyperwallet’s core application and the corporate clients who are dependent on it. This team member will work in the nucleus of the operations support and monitoring processes, and they will work closely with the Company’s Account Management, Implementation, Payment Operations, Customer Support, Development, Information Technology and Reporting departments to provide the client with fast, accurate answers and/or resolutions to incoming inquiries. The successful candidate will be expected to quickly master the complexities of Hyperwallet’s software client-operational capabilities through the back office and be able to identify the needed resources or functionalities available to best assist with ongoing issues. This role will service clients across the globe. As a result we are looking for someone who possesses an ability to communicate proficiently and confidently in English and a second language.

The Production Support Analyst is a key member of the Hyperwallet service delivery team responsible for supporting Hyperwallet’s core application and the corporate clients who are dependent on it. This team member will work in the nucleus of the operations support and monitoring processes, and they will work closely with the Company’s Account Management, Implementation, Payment Operations, Customer Support, Development, Information Technology and Reporting departments to provide the client with fast, accurate answers and/or resolutions to incoming inquiries. The successful candidate will be expected to quickly master the complexities of Hyperwallet’s software client-operational capabilities through the back office and be able to identify the needed resources or functionalities available to best assist with ongoing issues. This role will service clients across the globe. As a result we are looking for someone who possesses an ability to communicate proficiently and confidently in English and a second language.

Key Responsibilities and Accountabilities:

  • Provide in-depth product support to Hyperwallet corporate clients by resolving incoming inquiries of the application and/or launched program.
  • Respond to implemented product inquiries via telephone, written internet-based email or chat sessions.
  • Resolve client concerns and recommend alternative and/or corrective action to clients in the event of technical difficulties.
  • Reproduce technical problems reported by using a test account and/or clicking through the same work flow as the client.
  • Track all incoming client inquiries with email ticketing system either to resolution and/or further escalation outside of the department.
  • Troubleshoot issues with client integration involving API and SFTP by reviewing internal
    specifications on REST and realtime APIs.
  • Raise Product improvement and new feature tickets based on observed user experience and
    efficiency for the clients and for the team internally.
  • Issue bulletins to clients on system maintenance, outages and changes in policy and/or procedures.
  • Issue internal communication to high-level staff within the company on major client impacting incidents

Qualifications and Experience:

  • Bachelor’s Degree (preferred)
  • Strong Customer Service experience.
  • Technical capabilities:
    • SQL scripting
    • Ability to review and parse through application and system
      logs
    • Experience with web-based technologies such as HTML, XML, APIReady to evolve a career
      path into technology teams at PayPal
    • 3-5 years experience with SaaS applications / services
  • Highly disciplined and able to identify the critical paths and prioritize accordingly.
  • Takes initiative and is not afraid to ask questions or propose alternative solutions to peers and supervisors;
  • Excellent verbal and written communication skills; second language an asset.
  • Team player and ability to develop strong working relationships;
  • Available to work flexible shifts; including weekends and holidays

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.

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