Versapay · 2 days ago

Product Support Specialist

United States

Full-time

Remote

Mid Level

$60K/yr - $70K/yr

4+ years exp

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Enterprise SoftwareFinancial Services

Growth OpportunitiesU.S. Citizen Only

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Responsibilities

Be the Expert : You’ll act as a point of escalation for questions about our products. From replicating the issues, developing workarounds and interim solutions using a variety of tools to address their immediate needs. You will also work very closely with our development team for additional support when the available toolset doesn’t satisfy customer’s requests and will act as a liaison on behalf of the customer care team for new feature developments as well as continuous product improvements.

Building Relationships: You’ll hop on calls and provide customers direct technical support over the phone and via email. Overall, through this experience, you’ll develop strong relationships with many of our key customers, and contribute to our high level of customer engagement, service and satisfaction.

Document and Train for the Future: You’ll document customer issues and resolutions using internal platforms (ie. Salesforce, Guru, JIRA) for future reference.

Drive progress: Test product issues with the intent of replication in sandbox/test environment, create well documented Jira tickets with steps to reproduce the issue.

Enable Others: Collaborate with support teams from Versapay ecosystem partners, provide technical expertise on client escalation calls, and help produce customer-facing knowledgebase content.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

ERP experienceTechnical supportSalesforceJIRANetSuiteMicrosoft Business CentralSage IntacctAPI conceptsWeb technologiesEcommerce platforms