Versapay · 1 day ago

Senior Product Support Specialist

United States

Full-time

Remote

Mid, Senior Level

$70K/yr - $75K/yr

4+ years exp

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Responsibilities

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.

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.

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

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

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

Qualification

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NetSuite ERPSalesforce Service CloudJIRAMicrosoft Business CentralSage IntacctSystem integrationAPI conceptsSystems interoperabilityCustomer ObsessionSweating the Details