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Technical Support Specialist

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

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      



  • 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



  • 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



·       Qualification in relevant field



·       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




Portland, OR
97220 USA



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