Senior Technical Support Specialist T2

BamboohrUSAFull Time

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Job description

Senior Technical Support Specialist T2 at Bamboohr.

About the role

As a Senior Technical Support Specialist T2 at Bamboohr, you will play a crucial role in ensuring our customers receive exceptional support for our innovative payment solutions. You will be responsible for troubleshooting complex technical issues, providing guidance to clients, and collaborating with cross-functional teams to enhance our product offerings. This position requires a blend of technical expertise and customer service skills to effectively address inquiries and resolve challenges. Your contributions will directly impact customer satisfaction and the overall success of our solutions in the market.

Key facts

Location: USA

Engagement: Full-time

Salary: Competitive, commensurate with experience

Visa: Sponsorship available for qualified candidates

What you'll do

Provide advanced technical support to customers using Bamboohr's payment solutions, ensuring timely and effective resolution of issues.
Troubleshoot hardware and software problems related to payment devices, mobile applications, and backend systems.
Collaborate with engineering and product teams to identify, document, and escalate product defects and areas for improvement.
Develop and maintain comprehensive documentation for support processes, troubleshooting guides, and FAQs to enhance team efficiency.
Train and mentor junior support staff, sharing knowledge and best practices to elevate the overall skill level of the team.
Analyze customer feedback and support trends to identify opportunities for product enhancements and improved user experience.
Conduct regular follow-ups with customers to ensure their issues are resolved and to gather feedback on their support experience.
Participate in the development and execution of training programs for both internal staff and external customers on product features and functionalities.
Assist in the creation of reports and metrics to track support performance and customer satisfaction levels.
Stay updated on industry trends and emerging technologies to provide informed recommendations for product improvements.
Engage with customers through various channels, including phone, email, and chat, ensuring a support experience.
Act as a liaison between customers and internal teams, advocating for customer needs and ensuring their voices are heard in product development discussions.

Requirements

A minimum of 5 years of experience in technical support or a related field, preferably in the payments or financial technology industry.
Strong understanding of payment processing systems, mobile applications, and hardware integration.
Excellent problem-solving skills with the ability to analyze complex technical issues and develop effective solutions.
Exceptional communication skills, both written and verbal, with a focus on customer service excellence.
Experience with ticketing systems and customer relationship management (CRM) tools.
Ability to work collaboratively in a fast-paced, team-oriented environment while managing multiple priorities.

Nice to have

Familiarity with programming languages such as Python, Java, or JavaScript.
Experience in a customer-facing role within the financial technology sector.
Knowledge of PCI compliance and security standards related to payment processing.
Previous experience in training or mentoring team members.
Understanding of cloud-based technologies and their application in payment solutions.

Skills & tools

Proficient in troubleshooting hardware and software issues related to payment systems.
Familiarity with network configurations and protocols, including TCP/IP, DNS, and VPNs.
Strong analytical skills, with the ability to interpret data and generate actionable insights.
Experience with remote support tools and diagnostic software.
Knowledge of database management and SQL is a plus.

Practical notes

This position is based in Portland, Oregon, and may require occasional travel to customer sites for on-site support.
The role may involve working outside of standard business hours to accommodate customer needs and system maintenance.
Candidates should be prepared for a dynamic work environment that requires adaptability and a proactive approach to problem-solving.
Bamboohr values diversity and inclusion, and we encourage applicants from all backgrounds to apply.