The Product Support Specialist role involves being part of a dynamic, fast paced FinTech company with a focus on our award-winning payments platform, Cambridge LINK. Offering settlement options in over 160 currencies, Cambridge LINK connects our clients to the global marketplace. The successful candidate will be at the forefront of LINK Support and will provide solutions-oriented service while building strong client relationships. 

JOB DUTIES:

• Be hands-on with the customer facing application and become a subject matter expert.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Follow communication procedures, guidelines and policies
• Suggest solutions and workarounds to help solve customer problems

REQUIREMENTS:

• IT proficiency with the ability to quickly learn new systems
• Completed post-secondary education in relevant field;  
• The following would be considered an asset:
  • Experience in the financial/banking/payments industry
  • SQL, Excel, Data Management – experiences, education, certificates
  • API knowledge + experience

Required Skills Required Experience

• Outstanding interpersonal and teamwork skills; exceptional problem-solving abilities; collegial, energetic, able to develop productive relationships with colleagues, awardees, consultants, external funders, and others who contribute to program development and management
• Experience desired in the development of tools and guidance to support multi-stakeholder engagement in research
• Understanding of the research process from generating a research question to dissemination
• Broad knowledge and appreciation of patient/stakeholder engagement practices
• Broad knowledge in health policy, healthcare systems organization and structures and payment policies
• Detail-oriented with strong project management skills, including the ability to think independently, balance multiple priorities, meet deliverable timelines and work with minimal supervision
• Ability to exercise flexibility and adaptability in a changing environment along with a capacity to be proactive in an evolving area of work
• Ability to work independently and to manage projects and people
• Strong analytic skills and ability to synthesize complex information
• Excellent editing, oral and written communications skills with an ability to translate complex material into clear and simple language and adapt for varied audiences
• Ability to travel, as required, including site visits and representing PCORI at external meetings
• Extensive experience with Word, PowerPoint, Excel, and other Microsoft Office Products; experience with Salesforce or other grants management software and project management software desirable