Technical Support Analyst L1.5
Teampay
Fecha: hace 1 semana
ciudad: Hermosillo, Sonora
Tipo de contrato: Tiempo completo
At Teampay, we're changing spend management by empowering finance teams with proactive controls and real-time visibility—without restricting employee autonomy. As part of the Paystand family, our innovative approach is transforming how businesses manage their suite of financial operations.
Why Teampay?
What We Do: We deliver a modern spend management platform that streamlines purchasing from request to payment and reconciliation. Our platform ensures that all spending is pre-coded and pre-approved, giving finance teams control while employees enjoy a frictionless experience.
Why We Do It: We believe finance teams deserve tools that match the agility of modern business. We're simplifying spend management with intuitive, software-powered solutions that make financial operations more efficient and user-friendly.
How We Do It: By combining proactive controls with real-time visibility, we enable finance teams to manage spending effortlessly. As an integral part of the Paystand ecosystem, we come together to give finance professionals a full suite of solutions.
Our Expanding Ecosystem: Teampay is a key player in Paystand's growing global network. Alongside Yaydoo, we're creating a powerful ecosystem designed to transform capital efficiency and drive business growth worldwide.
Join Us: Be part of something bigger. Help us rethink how finance teams manage spending.
Role at a Glance:
Paystand is seeking a Customer-Facing Technical Support Analyst (Level 1.5) who will play a key front-line role while also addressing advanced technical issues and contributing to product improvements. This position is ideal for individuals with a strong technical foundation eager to grow their expertise while actively supporting customers through direct communication channels. At the core of this role are front-line support responsibilities, including responding to customer inquiries via email, phone calls, live chat, and video. You will be the first point of contact for customers, ensuring timely and effective resolutions while escalating complex issues as needed.
Responsibilities:
Primary Front-Line Support:
We understand that no candidate is perfectly qualified for any job. Experience manifests in diverse ways, skills are transferable, and passion is a powerful driver. Your journey and skills are unique, and we value the richness that diverse perspectives bring to our team.
More than a resume, we prioritize a genuine commitment, impactful contributions, and the ability to thrive in our dynamic, collaborative environment. We are enthusiastic about providing you with opportunities to learn and grow within this role. If your experience aligns closely with what we're seeking, we encourage you to apply.
We celebrate the belief that diversity in backgrounds and thoughts fuels better problem-solving and fosters more creative thinking. Our commitment to adding new perspectives to the team reflects our dedication to innovation and inclusivity.
Your journey is important to us, and we look forward to the possibility of welcoming you to our team at Teampay. Feel free to reach out; we can't wait to hear from you.
Why Teampay?
What We Do: We deliver a modern spend management platform that streamlines purchasing from request to payment and reconciliation. Our platform ensures that all spending is pre-coded and pre-approved, giving finance teams control while employees enjoy a frictionless experience.
Why We Do It: We believe finance teams deserve tools that match the agility of modern business. We're simplifying spend management with intuitive, software-powered solutions that make financial operations more efficient and user-friendly.
How We Do It: By combining proactive controls with real-time visibility, we enable finance teams to manage spending effortlessly. As an integral part of the Paystand ecosystem, we come together to give finance professionals a full suite of solutions.
Our Expanding Ecosystem: Teampay is a key player in Paystand's growing global network. Alongside Yaydoo, we're creating a powerful ecosystem designed to transform capital efficiency and drive business growth worldwide.
Join Us: Be part of something bigger. Help us rethink how finance teams manage spending.
Role at a Glance:
Paystand is seeking a Customer-Facing Technical Support Analyst (Level 1.5) who will play a key front-line role while also addressing advanced technical issues and contributing to product improvements. This position is ideal for individuals with a strong technical foundation eager to grow their expertise while actively supporting customers through direct communication channels. At the core of this role are front-line support responsibilities, including responding to customer inquiries via email, phone calls, live chat, and video. You will be the first point of contact for customers, ensuring timely and effective resolutions while escalating complex issues as needed.
Responsibilities:
Primary Front-Line Support:
- Serve as the initial point of contact for customer inquiries through email, phone, chat, and video.
- Deliver exceptional service while resolving technical and non-technical issues, ensuring customer satisfaction.
- Handle customer communications with professionalism and empathy, even in challenging situations.
- Triage, investigate, and resolve technical issues beyond basic troubleshooting.
- Analyze API logs, resolve data discrepancies, and debug JavaScript or HTML issues.
- Collaborate with Level 2 Support Engineers to address highly technical cases, gaining exposure to code fixes and database queries.
- Create advanced internal and external resources, including detailed troubleshooting guides and customer FAQs.
- Analyze recurring issues, recommend process improvements, and provide feedback to cross-functional teams (product, engineering, and support).
- Contribute insights that enhance product functionality through feedback loops and roadmap discussions.
- Offer guidance and technical training to Level 1 analysts to enhance the overall team capability.
- Identify opportunities to automate common support tasks, collaborating with operations and engineering to implement solutions.
- Support complex merchant configurations, including ERP integrations and payment workflows.
- Work closely with customers to troubleshoot issues related to platform usage, integrations, and transactional flows.
- Meet or exceed individual and team KPIs, focusing on customer satisfaction, response times, and technical escalation handling.
- Actively pursue opportunities for growth, preparing for advancement to Level 2 support roles.
- 3+ years in technical support, with customer-facing experience via email and phone in a SaaS environment.
- Proficiency in web technologies (JavaScript, HTML, CSS) with the ability to debug code snippets.
- Familiarity with APIs and troubleshooting integration issues.
- Basic understanding of database querying (SQL or similar).
- Strong verbal and written communication skills, capable of explaining technical concepts to non-technical users.
- Proven problem-solving skills and the ability to manage multiple priorities.
- Experience using support tools (e.g., Zendesk, Jira).
- High level of empathy and composure when handling customer interactions.
- Experience with ERP systems (NetSuite, Sage, Acumatica, Microsoft Business Central).
- Understanding of fintech workflows and accounts receivable processes.
- Scripting knowledge (Python or Bash) is a plus.
- Familiarity with API testing platforms (Postman) and browser debugging tools.
- Relevant technical certifications are a bonus but not required.
- Passion for helping customers and solving complex problems.
- Ability to thrive in a fast-paced environment while maintaining attention to detail.
- Willingness to learn, grow, and take ownership of challenges.
- Effective collaborator with a continuous improvement mindset.
- Enjoy generous PTO and sick leave, because we believe in balance.
- Fuel your days with free snacks and paid lunches in the office.
- We've got your health covered with Major Medical Health Insurance.
- Stay nourished with food vouchers and plan for your future with savings funds.
- Unlock stock options and own a piece of our success!
- Work with the best tools and equipment, setting you up to thrive.
- And the best part? Endless growth opportunities await you as we rapidly expand!
We understand that no candidate is perfectly qualified for any job. Experience manifests in diverse ways, skills are transferable, and passion is a powerful driver. Your journey and skills are unique, and we value the richness that diverse perspectives bring to our team.
More than a resume, we prioritize a genuine commitment, impactful contributions, and the ability to thrive in our dynamic, collaborative environment. We are enthusiastic about providing you with opportunities to learn and grow within this role. If your experience aligns closely with what we're seeking, we encourage you to apply.
We celebrate the belief that diversity in backgrounds and thoughts fuels better problem-solving and fosters more creative thinking. Our commitment to adding new perspectives to the team reflects our dedication to innovation and inclusivity.
Your journey is important to us, and we look forward to the possibility of welcoming you to our team at Teampay. Feel free to reach out; we can't wait to hear from you.
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