Support Specialist

Payrate

$45.00 - $50.00/hr.

We count on Business Support Engineers (Support Specialists) to provide technical support to our managed partners and customers who use many of our Payment products. You combine passion for outstanding customer service with a product mindset to ensure that key insights are communicated to our product teams. We are looking for people who have the expertise of managing technical integrations, fostering developer/business relationships, and who have a desire to improve the support experience of our customers.

• Monitor and manage daily customer support tickets for prioritization and triage
• Respond to alerts when certain metrics go out-of-trend, informing and invoking action from relevant stakeholders
• Provide business summaries for daily handover of activities between different regions
• Review and assess inbound emergency escalations, following internal processes, triage and support regional escalations
• Identify commonly reoccurring issues and build runbooks/guides to resolve them
• Potentially raise code fixes or write new technical tests to prevent future issues
• Potentially build dashboards to track health status of our reactive & proactive support
• Providing coverage on weekends / holidays (rotation-based)
• Effectively and proactively communicate customer issues across cross-functional teams

• BA/BSc degree in Engineering, Computer Science or related field or international equivalent.
• 2+ years of programming experience.
• 2+ years of project experience, communicating with people at all levels (internal and external).
• Analytical thinking and problem-solving experience.
• Experience working across a global multicultural and multilingual team, solving problems and designing business operations from scratch.
• Experience communicating with cross-functional partners (both technical and non-technical audiences).

• Experience with the full web stack, REST API development and technologies, Programming languages including SQL
• Experience working autonomously and prioritizing work with minimal input.
• Proven experience collaborating and communicating across a global team and with external partners.
• Experience with managing key customer relationships.
• Knowledgeable in driving solutions for global business use cases.
• Time management and multitasking experience.
• Experience with process change management or process improvement.
• Experience working in a technology company, consulting firm or equivalent fast-paced environment.

The typical base pay for this role across the U.S. is: $45.00 - $50.00/hour
. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages.

Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus.

Sick leave and mobile phone reimbursement provided based on state or local law.