Product Support Specialist

**About Versapay**
Versapay is focused on transforming accounts receivable efficiencies and accelerating companies’ cash flow by connecting AR teams with their customers over the cloud. Through the Versapay Network we make billing and payments easy for buyers and sellers, reducing costs and eliminating paper, checks, and manual business processes. Check out how our product works here

Since Versapay’s inception in 2006, the company has grown into a global network of 8,000+ clients and 500,000+ users driving $10 billion in payment volume annually. Versapay goes beyond simply automating back-office AR processes to deliver customer-driven experiences. The results? Our clients benefit from improved payment times and stronger customer relationships. Over 80% of our clients’ customers are embracing the online services available through the platform.

Think you might be the next Veep to join? Read on

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Our Values*
- ️ We obsess over our customers.
- ️ We help each other.
- ️ We embrace diversity.
- ️ We find better ways.
- ️ We get things done.
- ️ We own it.

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Here’s how you’ll make a huge impact here - and on your career: *

Our product helps to manage a mission-critical function to companies - AR, payments, cash app and cash flow (and much more). So you’ll be on a growing team that’s critical in delivering that for them and providing an exceptional experience to both our customers as well as interacting and servicing their end-users.

In this role, you’ll be the face of Versapay for many customers creating confidence in our product and building a connection with customers so they know we truly care about them, their issues, and their success. To accomplish this, you’ll need to have 2-3 years experience in a software/product support role. Familiarity with AR processes, payment processing, ERP, Billing, EIPP, AR/AP systems is a bonus.
**What you'll do**:

- **Be the face of Versapay**: Serve as the go-to for questions about our products with customers by remaining calm under pressure, maintaining open communication channels and creating visibility internally when required.
- **Solve problems**:Support customers every day to diagnose business or technical problems, propose data-driven solutions and help them adopt our products. Track support case activity in an automated support portal.
- **Track and Troubleshoot**:Troubleshoot the full-suite of products and payment-based transactions including third party payment processors and gateways. Trace transactions within Versapay systems to identify point of failure and handle remediation activities.
- **Drive progress**: Test product issues with the intent of replication in sandbox/test environment, create well documented Jira tickets with steps to reproduce the issue, and submit pull requests for minor mapping and template changes through Github.
- **Enable Others**: Collaborate with support teams from Versapay ecosystem partners, provide technical expertise on client escalation calls, and help produce customer facing knowledgebase content.

**What you'll bring to the team**:

- **Customer obsession**: Resolute focus on needs of the customer above all. Views problems through the customer’s lens first, basing decisions and prioritization around their needs.
- **Follow through**: High motivation, bias to action and strong prioritization. Can work independently to bring all assigned work to completion with speed and accuracy.
- **Agility**:Highly adaptive in the face of ambiguous and complex problems, taking a flexible and open-minded approach to new challenges. Able to seamlessly alternate between various tasks and roll with the punches when things change.
- **Curiosity**:Driven to understand how things work, seek out sources of information and pick things up quickly. Able to dig deep and seek to understand the “why” with an eye on delivering stellar customer service and experience.
- **Collaboration**:Assertive with humility—able to lead change in a positive way. Takes pride in maintaining high standards for verbal and written communication, and always professional under pressure whether engaging with clients or colleagues.

LI-Remote

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All of our Veeps live out our core values: *
We look for excellence: individuals that are better than we are and not only meet our values but bring value to our teams.

We are committed to providing an environment that is inclusive and accessible. Versapay is an equal opportunity employer and considers all applicants for employment without discrimination. Please let us know if accommodation for the recruitment/interview process is required and we will work with you to make sure your needs are addressed.

Due to COVID-19 Guidelines, all interviews will be conducted using Zoom.