Technical Support Analyst L1.5

At Teampay, we're changing spend management by empowering finance teams with proactive controls and real-time visibility—without restricting employee autonomy. As part of the Paystand family, our innovative approach is transforming how businesses manage their suite of financial operations.**Why Teampay?****What We Do**: We deliver a modern spend management platform that streamlines purchasing from request to payment and reconciliation. Our platform ensures that all spending is pre-coded and pre-approved, giving finance teams control while employees enjoy a frictionless experience.**Why We Do It**: We believe finance teams deserve tools that match the agility of modern business. We're simplifying spend management with intuitive, software-powered solutions that make financial operations more efficient and user-friendly.**How We Do It**: By combining proactive controls with real-time visibility, we enable finance teams to manage spending effortlessly. As an integral part of the Paystand ecosystem, we come together to give finance professionals a full suite of solutions.**Our Expanding Ecosystem**: Teampay is a key player in Paystand's growing global network. Alongside Yaydoo, we're creating a powerful ecosystem designed to transform capital efficiency and drive business growth worldwide.**Join Us**: Be part of something bigger. Help us rethink how finance teams manage spending.**Role at a Glance**:**Responsibilities**:Primary Front-Line Support:- Deliver exceptional service while resolving technical and non-technical issues, ensuring customer satisfaction.- Handle customer communications with professionalism and empathy, even in challenging situations.Advanced Troubleshooting & Escalations:- Triage, investigate, and resolve technical issues beyond basic troubleshooting.- Analyze API logs, resolve data discrepancies, and debug JavaScript or HTML issues.- Collaborate with Level 2 Support Engineers to address highly technical cases, gaining exposure to code fixes and database queries.Product & Process Improvement:- Create advanced internal and external resources, including detailed troubleshooting guides and customer FAQs.- Analyze recurring issues, recommend process improvements, and provide feedback to cross-functional teams (product, engineering, and support).- Contribute insights that enhance product functionality through feedback loops and roadmap discussions.Mentorship & Knowledge Sharing:- Offer guidance and technical training to Level 1 analysts to enhance the overall team capability.- Identify opportunities to automate common support tasks, collaborating with operations and engineering to implement solutions.Merchant & Integration Support:- Support complex merchant configurations, including ERP integrations and payment workflows.- Work closely with customers to troubleshoot issues related to platform usage, integrations, and transactional flows.Performance & Development:- Meet or exceed individual and team KPIs, focusing on customer satisfaction, response times, and technical escalation handling.- Actively pursue opportunities for growth, preparing for advancement to Level 2 support roles.**Minimum Qualifications**:- Proficiency in web technologies (JavaScript, HTML, CSS) with the ability to debug code snippets.- Familiarity with APIs and troubleshooting integration issues.- Basic understanding of database querying (SQL or similar).- Strong verbal and written communication skills, capable of explaining technical concepts to non-technical users.- Proven problem-solving skills and the ability to manage multiple priorities.- Experience using support tools (e.g., Zendesk, Jira).- High level of empathy and composure when handling customer interactions.**Preferred Qualifications**:- Experience with ERP systems (NetSuite, Sage, Acumatica, Microsoft Business Central).- Understanding of fintech workflows and accounts receivable processes.- Scripting knowledge (Python or Bash) is a plus.- Familiarity with API testing platforms (Postman) and browser debugging tools.- Relevant technical certifications are a bonus but not required.**Key Attributes for Success**:- Passion for helping customers and solving complex problems.- Ability to thrive in a fast-paced environment while maintaining attention to detail.- Willingness to learn, grow, and take ownership of challenges.- Effective collaborator with a continuous improvement mindset.**Some Perks**:- Enjoy generous PTO and sick leave, because we believe in balance.- Fuel your days with free snacks and paid lunches in the office.- We've got your health covered with Major Medical Health Insurance.- Stay nourished with food vouchers and plan for your future with savings funds.- Unlock stock options and own a piece of our success- Work with the best tools and equipment, setting you up to thrive.- And the best part? Endless growth opportunities await you as we rapidly expandIf you're passionat