Senior Product Support Specialist

Summary

Join Versapay as a Senior Product Support Specialist and become a technological linchpin ensuring customer success. You will troubleshoot and resolve product-related issues, providing exceptional customer experiences. Collaborate with a team of experienced specialists, working closely with customer success, product, and engineering teams. Your mission is to decipher and solve customer issues, continuously developing your understanding of the ERP system and embedded solutions. 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. The ideal candidate possesses strong problem-solving skills, attention to detail, and a customer-obsessed mindset.

Requirements

• Have a bachelor's degree (preferably in accounting or technical discipline)
• Have at least 4 years of advanced product support experience
• Have 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 will 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

• Possess Customer Obsession: Resolute focus on needs of the customer above all. Views problems through the customer’s lens first, basing decisions and prioritization around their needs. You are obsessed with creating, providing, and improving on world class customer experiences, with an “outside-in” mindset viewing the world through our customer’s eyes
• Possess Agility: Highly adaptive in the face of ambiguous and complex problems, taking a flexible and open-minded approach to new challenges. Able to seamlessly alternate between various tasks, projects and roll with the punches when things change
• Possess Resourcefulness: You’re resourceful, resilient and proactive in your approach to managing internal and external stakeholders – flexible and a collaborator committed to the success of our customers. Sees beyond the day-to-day grind to ensure that we’re continuing to put the customer first and provide an awesome experience for them. Period
• Possess Problem Solving skills: You don’t shy away from detective work and problem solving (even when the answer isn’t obvious); finding solutions to problems excite you and you’re comfortable with the unknown and ambiguous, and you’re forward thinking
• Possess attention to detail: You pay attention to the details. As far as you’re concerned, anything worth doing is worth doing right, every single time. You stay focused and nothing falls through the cracks on your watch
• Have Platform/Tools Expertise: 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