Technical Support Specialist
1 month ago
We are seeking a highly skilled Technical Support Specialist to join our team at PayNearMe. As a Technical Support Specialist, you will be responsible for providing technical consulting and support to our customers, serving as a trusted advisor to improve their experience.
Key Responsibilities:
- Provide technical consulting and support to customers, serving as a trusted advisor to improve their experience.
- Drive support queue, manage handoffs, escalation/ incident management, and contribute to the team knowledge base.
- Use Zendesk as the primary support channel, with frequent use of email, phone, chat, and virtual meetings.
- Apply a consultative approach to understand client needs and provide data-driven solutions to optimize performance and satisfaction.
- Collaborate closely with internal stakeholders and external partners to minimize disruption, resolving technical and business issues proactively.
- Participate in periodic on-call duties and rare after-hours escalations for assigned clients, providing trusted support during critical situations.
- Leverage AI and data reporting tools to streamline problem-solving, enhance customer insights, and drive efficient resolutions.
- You have Technical Support Engineer or Senior Analyst level experience with a strong focus on consultative service and trusted advisory practices.
- You have demonstrated technical aptitude with software platforms, web/mobile applications, data and API interfaces, and emerging AI tools.
- You have strong analytical problem-solving skills, with attention to detail and a focus on proactive customer support and incident management.
- You have exceptional verbal, written, and presentation skills with an emphasis on consultative communication and customer advocacy.
- You have the ability to advocate for clients within PayNearMe while providing expert guidance on product usage, configuration, and incident prevention.
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- A fast-paced and professional work culture.
- Stock options with standard startup vesting.
- $50 monthly communication expense stipend.
- $250 stipend to enhance your WFH setup.
- Reimbursement for peripheral equipment.
- Premium medical benefits.
- Company-sponsored life and disability insurance.
- Paid parental bonding leave.
- Paid sick leave, jury duty, and bereavement.
- 401k plan.
- Flexible Time Off.
- Volunteer Time Off.
- 13 scheduled holidays.
- Quarterly in-person team meet-ups.
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