Senior Product Support Specialist

Summary

Join Versapay as a Senior Product Support Specialist and become a technological linchpin, ensuring each customer interaction is a success. You will utilize your technical expertise to troubleshoot and resolve product-related issues, providing exceptional customer experiences. Collaborating with a team of experienced specialists, you will work closely with customer success, product, and engineering teams. This role requires a bachelor's degree (preferably in accounting or a technical discipline) and at least 4 years of advanced product support experience, including prior experience with NetSuite ERP or other platforms. You will be responsible for acting as a point of escalation for product questions, building customer relationships, documenting issues and resolutions, testing product issues, and collaborating with support teams. This is an excellent opportunity for a highly collaborative individual with a solid technical aptitude and an obsession for customer satisfaction.

Requirements

• Bachelor's degree (preferably in accounting or technical discipline)
• At least 4 years of advanced product support experience
• Prior experience with NetSuite ERP or other platform

Responsibilities

• 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
• Work very closely with our development team for additional support when the available toolset doesn’t satisfy customer’s requests and act as a liaison on behalf of the customer care team for new feature developments as well as continuous product improvements
• Provide customers direct technical support over the phone and via email
• Develop strong relationships with many of our key customers, and contribute to our high level of customer engagement, service and satisfaction
• 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

Preferred Qualifications

Experience with ERPs such as Netsuite, MRI, Microsoft Business Central, and Sage Intacct, along with other systems in our Customer Care tech stack like Salesforce Service Cloud and Jira, as well as web technologies, system integration, API concepts and systems interoperability

Benefits

• $75,000 - $80,000 a year
• #LI-Remote