TECHNICAL SUPPORT ANALYST

Role at a Glance.
We're seeking a Customer-Facing Technical Support Analyst (Level 1.
) who will play a key front-line role while also addressing advanced technical issues and contributing to product improvements.
This position is ideal for individuals with a strong technical foundation eager to grow their expertise while actively supporting customers through direct communication channels.
At the core of this role are front-line support responsibilities, including responding to customer inquiries via email, phone calls, live chat, and video.
You will be the first point of contact for customers, ensuring timely and effective resolutions while escalating complex issues as needed.
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 growth opportunities, 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.
., 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.
Nivel de educación deseada.
Superior - titulado Nivel de experiencia deseada.
Nivel Medio Habilidades.
Javascript SQL Zendesk Troubleshooting *