Tier 3 Customer Support Analyst

You Will Have the Opportunity To:

• Incident and Product Defect Management
• Effectively manage incident response for production-environment incidents. This includes internal and external communications relative to the incident
• Guide the incident towards root cause detection and resolution by gathering and properly reporting all known details to the product and engineering teams
• Serve as an advocate for the customer by fully understanding and communicating the issue and the impact to their business
• Engage with customers as necessary via phone, email, chat, and case response
• Maintain detailed notes and documentation for each support incident in the ticketing system
• Escalate internally, when necessary, to other departments (Product, Engineering, or Account Management)


• Case Escalations
• Troubleshoot issues escalated by first and second level support, which may include outbound contact with customers to gather additional information and provide resolution
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
• Assist with identification, development and implementation of effective tools and processes across our support model
• Partner with internal and external parties to find solutions
• Assist customers in implementing solutions
• Meet all SLAs in a timely manner through a self-driven mindset & deliver on promises to customers


• Additional Responsibilities
• Obtain an understanding of operating systems and application operations related to offered services
• Document support-related processes and procedures
• Collect, write and interpret reports
• Demonstrate behaviors consistent with the company’s vision, mission and values in all interactions with customers, co-workers and vendors
• Identify and initiate opportunities for new initiatives or focus areas
• Participate in/Lead internal initiatives that drive the business forward
• Present complex ideas both written and verbal that are organized and professional
• Partner with the Product/Engineering team for suggested product & process enhancements for known issues or high-volume requests
• Be creative with workarounds and best practices based on limitations of the product
• Create, edit, and publish knowledge base articles that cover common requests and solutions
• Provide coverage as needed. May require some on-call/extended hours at various times in order to meet customer needs

What You Will Bring to the Role:

• Education Bachelor's degree in Business or Information Technology or equivalent work experience
• Minimum 3+ years of multi-channel service/support experience
• Effective oral and written communication skills
• Strong troubleshooting skills
• Proven ability to develop and maintain positive working relationships with customers, co-workers and vendors
• Knowledge of cloud products and services
• Proficient in the use of Microsoft Office suite of software
• Able to multi-task and effectively manage competing priorities
• Experience with Credit Card/Payment and/or Expense Management industries is a plus 

Personal Attributes:

• Passion for the customer
• Fast learner, with an open mind, and a team-oriented mentality
• Embody empathy & responsibility towards the customer’s experience
• An entrepreneurial spirit: flexible and willing to pitch in where needed
• Ready to have fun, keep perspective and be part of an amazing team