Technical Support Engineer - Remote

Overview

Ascend is a fast-growing SaaS company that automates invoice processing and payments for mid- and large enterprise customers. Our flagship product, Ascend AP, leverages AI, powerful real-time ERP integrations, and embedded payments technology to save our customers tens of millions of dollars every year.

In Short

• Diagnosing and resolving customer issues across a range of technologies.
• Communicating with customers via multiple support channels.
• Maintaining high customer satisfaction (CSAT) rates.
• Collaborating with cross-functional teams for escalated cases.
• Documenting and standardizing troubleshooting processes.
• Driving process improvements to enhance efficiency.
• Providing proactive customer education.
• Ensuring prompt and effective resolution of issues.
• Achieving SLA adherence rates of 98% or higher.
• Offering exceptional support experiences to foster loyalty.

Requirements

• Experience in technical support roles.
• Proficiency in SQL and C#.
• Familiarity with AWS and modern web applications.
• Strong problem-solving skills.
• Excellent communication skills.
• Ability to work collaboratively in a team environment.
• Commitment to maintaining high customer satisfaction.
• Experience with customer support channels (email, phone, video).
• Ability to document processes clearly.
• Experience with process improvement initiatives.

Benefits

• Fully remote work environment.
• Competitive pay.
• Exceptional benefits including 401(k) matching.
• Unlimited time off.
• Opportunities for learning and career growth.