КанадаDeveloper Support Specialist
3 нед. назад
Канада
Provide live customer support and feedback to improve processes at a finance platform company.
Обязанности
- features a full suite of APIs to empower our customers and partners to never-before seen things in the finance world. As a Developer Support Specialist, you are the front-line point of contact supporting developers to be successful when using ’s API. This role is a hybrid position consisting of relations with external developers, customers and working closely with ’s internal engineering, product, and design teams. Day-to-day, you work directly with external developers to advise on best practices, improve self-serve content, and investigate technical issues. You will also be partnering with internal engineering and design teams, triaging complex ticket escalations from Support, and closing the feedback loop between teams.
- This is a fantastic opportunity for someone early in their engineering career to work closely with developers.
- Provide direct technical support to developers using ’s APIs, delivering the highest level of developer satisfaction
- Work closely with engineering, product, and design teams to ensure feedback from developers is captured and, where appropriate, used to build, drive and improve our tools and processes
- Attend or own calls with customer escalations as needed and own customer email queues
- Develop self-service options by creating and maintaining training material, customer resources and guides
- Directly field technical escalations from the Support team and follow engineering tickets through to resolution
- Recognized as a trusted ERP expert by owning escalations for ’s Integrations (NetSuite, QuickBooks Online, QuickBooks Desktop, Xero, Sage Intacct, Expensify, Concur, CoupaPay, Conferma, Workday ERP, Oracle Fusion, etc) working directly with customers, CSMs, or CX to solve their issue
Будет плюсом
- Understanding financial systems and services
- Familiarity with programming languages
- Experience working with SQL or NoSQL databases
- Experience working with REST or GraphQL API calls
- Familiarity with software engineering development cycles
- Experience using tools such as Looker, Datadog, Salesforce, Jira, Retool, and low-code/no-code tools
- Please be aware, job-seekers may be at risk of targeting by malicious actors looking for personal data. recruiters will only reach out via LinkedIn or email with a .com domain. Any outreach claiming to be from via other sources should be ignored.
Условия
- is the intelligent finance platform that enables companies to spend smarter and move faster in more than 200 markets. By combining global corporate cards and banking with intuitive spend management, bill pay, and travel software, enables founders and finance teams to accelerate operations, gain real-time visibility, and control spend effortlessly. ’s AI-native automation and world-class service eliminate manual expense and accounting tasks for customers so they can focus on what matters most. Tens of thousands of the world's best companies run on , including DoorDash, Coinbase, Robinhood, Zoom, Plaid, Reddit, and SeatGeek.
- Working at allows you to push your limits, challenge the status quo, and collaborate with some of the brightest minds in the industry. We’re committed to building a diverse team and inclusive culture and believe your potential should only be limited by how big you can dream. We make this a reality by empowering you with the tools, resources, and support you need to grow your career.
Другое
- The Customer Experience (CX) team provides our customers with constant, live support as they build and grow their businesses. Our team is a passionate group that understands how to give customers a seamless support experience. In communication with our customers daily, we have the opportunity to provide insights and feedback, as well as identify process improvements to our partner teams—sales, products, operations, and engineering. We prioritize customer retention, which we accomplish by keeping high standards for how we serve our customers and making sure they leave every conversation satisfied and inspired.
- Bachelor's degree in related field or equivalent work experience
- Excellent problem solving, troubleshooting and debugging skills
- Good customer-centric attitude
- Excellent communication skills, both written and verbal. Able to communicate complex technical issues via email and in person
- Ability to hold yourself and the team to high standards
- Experience in a customer facing role in the past (this does not need to be a technical customer-facing role)
- Experience working with accounting integrations such as Netsuite, QBO, and Xero