Technical Support Analyst

Handle Financial is a payment transaction network that enables consumers to easily pay for a wide range of goods and services. The PayNearMe team, a brand of Handle, is looking for a Technical Support Analyst that will support a growing list of PayNearMe merchants. This role reports to the Director of Support.

Key Responsibilities

  • A Technical Support Analyst is a trusted advisor to merchants of PayNearMe

  • As a analyst you will provide advice and guidance to merchants in several ways:

    • Sales process – the analyst may assist the sales team with implementation issues

    • Post-sales – the analyst will be a primary contact for support issues to ensure Merchant transaction issues are resolved with a minimum disruption to the consumer

    • The Analyst also works with the Consumer Support team as necessary to resolve transactional issues for merchants.

  • Escalates merchant support issues when necessary to our TAM or Merchant Operations team

  • Contributes to a growing knowledge base

Qualifications

  • Bachelor’s Degree or equivalent experience

  • 3-5 years experience in Technical Support for Fortune 1000 companies

  • Enjoys juggling multiple customer demands and shows a desire to get the job done

  • A great customer service ethic that revolves around listening and empathy for customer situation. A customer advocate to the PayNearMe team

  • Excellent analytical and problem-solving skills, focused on quick resolution and customer satisfaction

  • Very strong verbal and written organizational, presentation and communication skills

  • Comfortable working in a fast-paced startup environment where goals may be ambiguous or changed quickly

  • Technical experience should include implementation or support of one or more of the following areas:

    • Networking applications

    • Database applications like MySQL

    • Development experience with HTML, Ruby on Rails, Javascript

    • Experience supporting API’s, XML, HTML and webhooks

    • Financial applications and payment systems

    • Mobile applications (iOS, Android)