Technical support analyst 1.5

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.

Advanced Troubleshooting & Escalations:

• 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.

Product & Process Improvement:

• 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.

Mentorship & Knowledge Sharing:

• 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.

Merchant & Integration Support:

• 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.

Performance & Development:

• 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.

Minimum Qualifications:

• 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.

Preferred Qualifications:

• 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.