As a Technical Support Associate, you'll become part of a global team responsible for delivering technical assistance and support to PayJoy's customers, ensuring a positive customer experience. Alongside resolving technical issues, you'll also have the opportunity to help test upcoming PayJoy products. Collaborating with various teams including customer service, product, engineering, operations, and external partners will be key to your success. By contributing to the team's achievements, you'll play a significant role in PayJoy's overall business impact. To excel in this role, you'll need exceptional analytical and problem-solving skills, excellent communication abilities, and the capacity to perform well under pressure. Prior experience in technical support or a similar position would also be advantageous.

Responsibilities

Respond to customer inquiries: Technical Support Associates are responsible for answering the customers experience team’s technical questions and resolving technical issues that they encounter while using a product or service.
Provide technical guidance: TSA's must provide customers with guidance on how to use a product or service effectively and efficiently.
Document and escalate issues: TSA's must document all issues that they encounter and escalate complex issues to higher-level support personnel.
Conduct research: conduct research to identify and implement solutions to complex technical problems.
Collaborate with other teams: collaborate with other teams, such as Engineering or Product Management, to identify and implement product improvements.
Test and evaluate products: Technical Support Analysts must test and evaluate new products and services to ensure they are functioning properly and meet customer needs.

Requirement

Strong technical knowledge: have a strong technical background and be familiar with the products, systems, and technologies they support. Strong SQL Query skills. Basic understanding of API fundamentals.
Testing Mobile or Web applications: Technical Support Analysts should have experience testing mobile or web applicationsAnalytical and problem-solving skills: Technical Support Analysts should be able to analyze complex technical problems and identify effective solutions in a timely manner.
Excellent communication skills: Technical Support Analysts must be able to communicate effectively with customers and colleagues, both verbally and in writing. Proficiency in both Spanish and English languages is a requirement for this position.
Customer service orientation: focused on delivering excellent customer service and have the ability to empathize with customers and understand their needs.
Attention to detail: Technical Support Analysts should be detail-oriented and able to accurately document issues and resolutions.
Knowledge of support tools: Technical Support Analysts should be familiar with support tools such as ticketing systems, communication platforms, and knowledge management systems (e.g., JIRA, Slack, Confluence).Team player: Technical Support Analysts must be able to collaborate effectively with other members of the support team as well as with other departments such as engineering, product management, and sales.
Flexibility and adaptability: Technical Support Analysts should be able to adapt to changing customer needs and technologies, and be willing to learn new skills.

Benefits

Medical insurance plan for the employee and immediate family.
Annual fitness benefit.
Annual professional development benefit.
Annual international travel benefit.
Company holidays, paid vacation, and sick time.

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