Technical Support Analyst - Remote

Posted 9 weeks ago

Customer Service

Full Time

USA

Overview

As a Technical Support Analyst at Beyond, you will play a key role in ensuring that our customers thrive by providing outstanding technical support for our payment processing product, Tally.

In Short

Own knowledge and communication regarding the flow of funds.
Master external integrations of Tally.
Identify and remediate technical issues.
Serve as a bridge between Customer Experience and Engineering teams.
Troubleshoot payment processing issues.
Monitor accounts for errors and follow up with customers.
Train and empower the Tally team.
Write defect reports in JIRA.
Turn customer feedback into actionable recommendations.
Document recurring issues in the knowledge base.

Requirements

Experience in a fast-paced fintech SaaS startup.
2+ years in Customer Support or Engineering.
Experience with payment processors.
Knowledge of HTTP, JSON, and RESTful APIs.
Experience with API client tools like Postman.
Experience troubleshooting application logs.
Hands-on experience writing SQL queries.
Passion for customer support.
Ability to communicate technical concepts effectively.
Understanding of customer pain points.

Benefits

Stock options.
Unlimited PTO.
Private health insurance.
Commitment to diversity and inclusion.
Dynamic and supportive work environment.

Beyond

Beyond is a forward-thinking company dedicated to developing innovative SaaS-based products. With a fully remote team, Beyond emphasizes collaboration, diversity, and the potential of its employees. The company values a streamlined approach to project management, focusing on reducing scope, shipping early, and iterating based on feedback. Beyond fosters a culture of ownership and accountability, ensuring that the code produced is of high quality and delivers exceptional value to customers. The team is driven by curiosity, collaboration, results, and resilience, making it an ideal environment for engineers who thrive in a fast-paced, dynamic setting.

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