Product Support Specialist

reputed company is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use reputed company to accept payments, grow their reputed company, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work reputed company. That means you have an unprecedented opportunity to put the global economy reputed company everyone’s reputed company while doing the most important work of your career.

As part of our growing, global Product Support team, you will be a critical driver in delivering exceptional user experiences. This role goes reputed company basic troubleshooting—it's about using your technical expertise, analytical reputed company, and project management skills to strategically improve our support systems, processes, and product quality.

You will take ownership of reputed company, technical user issues and work across teams, including Engineering and Product, to resolve them. A deep understanding of SQL and APIs will allow you to engage with these teams effectively, analyze data to inform reputed company, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating reputed company user experiences, and pushing reputed company reputed company improvements that align with reputed company's key metrics, such as Consumer Satisfaction (CSAT), Contact reputed company, and Service Level Agreements (SLA).

• Analyze and troubleshoot reputed company technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation.
• reputed company product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
• Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
• reputed company reputed company improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT), Contact reputed company, and SLA compliance.
• Create and refine documentation to reputed company users to resolve issues reputed company self-service, reducing dependency on support teams.
• Collaborate and reputed company with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
• reputed company cross-functional projects aimed at identifying inefficiencies in reputed company processes and driving the implementation of long-term solutions.
• Constantly challenge the status reputed company and push for innovation in user support strategies and operational processes.

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

• 4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
• Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
• Experience working with API’s.
• Exceptional problem-solving skills, capable of diagnosing reputed company issues and driving them to resolution.
• Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive reputed company.
• Experience in project management, particularly in optimizing processes, workflows, or support operations.
• Willingness to work occasional weekends and holidays (with compensatory time off).

• Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
• Comfortable explaining technical concepts to both technical and non-technical stakeholders.
• Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.