Support Specialist V (Business Support Engineer)
12 Months
Remote;  Preferred time zone would be PST
 
Summary:
We count on Business Support Engineers (Support Specialists) to provide technical support to our managed partners and customers who use many of our Payment products.
You combine passion for outstanding customer service with a product mindset to ensure that key insights are communicated to our product teams. We are looking for people who have the expertise of managing technical integrations, fostering developer/business relationships, and who have a desire to improve the support experience of our customers.
 
Responsibilities

• Monitor and manage daily customer support tickets for prioritization and triage
• Respond to alerts when certain metrics go out-of-trend, informing and invoking action from relevant stakeholders
• Provide business summaries for daily hand-over of activities between different regions
• Review and assess inbound emergency escalations, following internal processes, triage and support regional escalations
• Identify commonly reoccurring issues and build runbooks/guides to resolve them
• Potentially raise code fixes or write new technical tests to prevent future issues
• Potentially build dashboards to track health status of our reactive & proactive support
• Providing coverage on weekends / holidays (rotation-based)
• Effectively and proactively communicate customer issues across cross-functional teams

 
Minimum Qualifications

• BA/BSc degree in Engineering, Computer Science or related field or international equivalent.
• 2+ years of programming experience.
• 2+ years of project experience, communicating with people at all levels (internal and external).
• Analytical thinking and problem-solving experience.
• Experience working across a global multicultural and multilingual team, solving problems and designing business operations from scratch.
• Experience communicating with cross-functional partners (both technical and non-technical audiences).

 
Preferred Qualifications
PRIORTIY PREFERRED SKILL:

• Experience with the full web stack, REST API development and technologies, Programming languages including SQL
• Experience working autonomously and prioritizing work with minimal input.
• Proven experience collaborating and communicating across a global team and with external partners.
• Experience with managing key customer relationships.
• Knowledgeable in driving solutions for global business use cases.
• Time management and multitasking experience.
• Experience with process change management or process improvement.
• Experience working in a technology company, consulting firm or equivalent fast-paced environment.

 
Must haves

• Analytical thinking and problem-solving experience.
• Experience working across a global multicultural and multilingual team, solving problems and designing business operations from scratch.
• Experience communicating with cross-functional partners (both technical and non-technical audiences).

 
Nice to Have

• PRIORITY: Experience with the full web stack, REST API development and technologies, Programming languages including SQL
• Proven experience collaborating and communicating across a global team and with external partners.
• Experience working autonomously and prioritizing work with minimal input.
• Experience with managing key customer relationships.
• Knowledgeable in driving solutions for global business use cases.
• Time management and multitasking experience.
• Experience with process change management or process improvement.
• Experience working in a technology company, consulting firm or equivalent fast-paced environment.

 
Years of experience
2+ years of programming experience with 2+ years of project experience, communicating with people at all levels (internal and external).
 
Degrees/certifications required?BA/BSc degree in Engineering, Computer Science or related field or international equivalent.
 
Types of Interviews       
Behavioral round and Technical (coding) round (technical round will be based on what they know)
  
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 40.00/hr.