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Technical Support Specialist

PayRange
Portland, OR
  • Posted: over a month ago
  • Full-Time
Job Description
Salary:

PayRange is an innovative payments technology company headquartered in Portland, Oregon. We bring convenience to our customers’ lives with our mobile solution for purchases at unattended points of sale, vending machines, amusement devices, laundry and more.  

 

We are an energetic and collaborative team. We are growing and looking to supplement our team with a Technical Support Specialist who loves to work with technology and enjoys interacting with people. This is a great opportunity to be part of a fun team, learn the business, and have exposure to multiple parts of the organization.

 

You will be part of the Technical Support (Tier 2) Team, helping to provide an effortless customer experience in providing advanced technical support to our customers.  You will be a technical wizard, a product expert and enjoy the challenge of solving technical related questions.  Our products include hardware, mobile apps, and web applications.

 

You will be part of an environment of superior customer service that’s unrivaled in the industry. 

  

Main Responsibilities and Duties

 

  • Provide advanced technical support and troubleshooting
  • Monitor, track and respond to customer support requests in Zendesk
  • Answer calls from customers, ensuring timely updates and responses to requests in line with key metrics
  • Coach and train our customers so that they can better utilize and reap the full benefits of our product
  • Guide customers with hardware installation questions and troubleshooting
  • Work closely with the rest of the operations and sales teams on customer onboarding and implementation
  • Escalate issues to manager, as needed, to ensure timely resolution of customer requests 
  • Be a product expert and be up to date on latest features, new products, and best practices 
  • Process and test returned hardware and enter appropriate documentation into our return system
  • Other related tasks as required      

 

Overall

  • Improve and simplify processes and systems, with the purpose of working more efficiently and improving customer experience
  • Own the customer experience and do what’s needed to exceed their expectations
  • Seek solutions to problems and propose improvements

 

Other

  • Working hours: 6am – 3pm Monday to Friday, weekends on-call
  • This is an on-site position based in our NE Portland office (not remote)
  • Must be available to assist over weekends as needed

 

Qualifications

·       Qualification in relevant field

 

Experience

·       3+ years of experience in a customer services/support role

·       3+ years of experience in a technical software environment

·       Experience in vending, laundry, or amusement industry a plus

 

Specific skills

·       Highly analytical, organized, patient

·       Ability to deal with Customers

·       Presentation skills

·       Technical competence

·       Excellent English written and oral communication skills

·       Good articulation skills including technical writing ability

·       Expertise managing client relationships for technically complex products and platforms

·       Proven people management and leadership skills

·       Ability to work independently with little supervision

 

Personal characteristics (Emotional characteristics/ Attitude)

·       Positive, Energetic, Ambitious

·       Proactive

·       Organized

·       Motivated, goal oriented, solution focused

·       Can-do attitude

·       Team player

 

PayRange

Address

Portland, OR
97220 USA

Industry

Technology

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