Technical Support Analyst

Paystand is looking for a customer-facing Technical Support Analyst. In this results-driven role, you’ll own the triage, review, assignment, and resolution of merchant-reported technical issues with a laser focus on meeting or exceeding SLAs.

You’ll use your analytical and critical thinking skills to increase operational efficiency through systems, processes, and the creation of materials like FAQs and best practices that help customers quickly resolve their issues for themselves.

A successful candidate will be a customer-first, resourceful, team-oriented problem solver with great attention to detail who thrives on meeting deadlines in a fast-paced startup environment.

Responsibilities

• Develop a thorough understanding of the Paystand Platform and how that ties into customer expectations and needs
• Respond in a professional and service-oriented manner to support inquiries, requests, or complaints to reach an agreeable resolution through any support channel necessary.
• Quickly synthesize data to troubleshoot, investigate, diagnose, and resolve technical issues
• Engage in client discussions when necessary to ensure issue resolution is completed in a satisfactory manner
• Following up with clients to confirm the problems have been resolved
• Work with Support leadership to develop new processes to improve the efficacy of the Support function
• Manage multiple support tickets at the same time in a fast-paced environment with time-sensitive reaction times
• Partner with cross-functional teams to ensure that support is correctly resolved, and product feedback is incorporated into the product roadmap
• Create assets like FAQs, rapid response text, and email templates that make it simple and quick to respond to customer inquiries and issues consistently and professionally - in partnership with the Help Center team.
• Achieve quarterly goals

Qualifications

• +3 years of front-line technical support experience, implementing processes, providing content, and creating documentation preferably in a SaaS environment
• BA/BS or equivalent job experience
• Deep understanding of Customer Support and achieving goals and metrics
• Broad knowledge of programming languages and techniques, such as Javascript, HTML, CSS, and others.
• Excellent verbal and written English communication skills
• Excellent problem-solving skills – you might not know all the answers but you know how to find and communicate the solution
• Experience writing, proofreading, and editing
• Experience producing and organizing content with a logical flow
• A strong sense of empathy – you are attuned to hear the question behind a question
• Incredible precision, attention to detail, and organization skills
• Organized with flexibility to deliver results in a fast-paced environment
• Excellent communication, listening, facilitation, and negotiation skills
• Strong data analysis, organizational, and prioritization skills
• Demonstrated experience using Zendesk or similar tools
• Experience in a fast-paced customer-facing position (preferably technical customer support with a SaaS solution)

Preferred Qualifications

• Working knowledge of ticketing systems and ERPs like Salesforce, HubSpot, Jira, NetSuite, Sage, Magento, WooCommerce, Xero, or QuickBooks
• Experience working in finance or accounts receivable