L2 Technical Customer Support Specialist
Posted 3 hours ago
You'll complete your application on ezyCollect's career site.
About the Role
This platform offers an all-inclusive solution for automating accounts receivable, designed to optimize financial workflows and accelerate payment cycles. By utilizing automated processes, systematic payment prompts, and credit oversight utilities, the software helps firms gain efficiency in managing receivables. With documented success in decreasing overdue balances by 43% within the initial year of implementation, the platform supports improved cash flow via connections to major accounting applications. The Level 2 Technical Customer Support Specialist position is central to the organization's technical framework. You will engage with a collaborative, top-tier team and assist a wide array of international clients. Your contributions will be essential to ensuring that platform integrations operate optimally, benefiting organizations throughout Australia, New Zealand, and the United States. This position is perfect for a professional aiming to strengthen their technical proficiency in ERP environments, API connectivity, and data management, all while supporting a product that meaningfully improves business financial stability.
Requirements
- Possess 2-3 years of professional experience in technical support, preferably within the fintech or SaaS industries.
- Demonstrate proficiency in SQL, specifically in creating and running queries for reporting and diagnostic purposes, alongside an understanding of database architecture.
- Must have hands-on experience with RESTful APIs, Java, Tomcat servers, and accounting platforms like MYOB, SAP, QuickBooks, NetSuite, or Xero.
- Maintain fluency in English, with the capacity to explain technical concepts to diverse audiences through email, chat, and voice calls.
- Exhibit strong organizational and time-management skills, plus the flexibility to adjust hours to accommodate different global time zones.
- Preference is given to candidates with experience using customer ticketing platforms such as Intercom or HubSpot.
Responsibilities
- Set up, parameterize, and launch software integrations while guaranteeing continuous data synchronization.
- Handle technical support requests related to system errors, API connectivity issues, and database queries, prioritizing and solving critical problems to reduce client disruption.
- Conduct regular synchronization reviews and take proactive steps to determine the source of errors prior to customer impact.
- Document all resolution procedures and recurring technical challenges in a detailed manner.
- Collaborate with internal groups, such as Engineering, Product, and Customer Success, to ensure data accuracy and offer feedback for product development.
- Coordinate with external tech partners like NetSuite and Xero to address complicated client escalations.
Benefits & Perks
- Benefit from a remote work arrangement based in Manila, Philippines, with a market-competitive salary.
- Gain professional exposure to international client bases and intricate technical ecosystems.
- Access ongoing educational opportunities to develop expertise in ERP technologies, SQL, and APIs.
- Operate within a high-achieving, supportive professional environment and receive NSW public holiday benefits.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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