Customer Support Tier 1 (offline)

1+ years in a Technical Support or Customer Support Engineering role
Highly developed empathy and emotional intelligence
Experience with support ticketing systems
Excellent communication skills (English)
Experience with ReTool or similar Support tools
Basic understanding of corporate finance - invoices, payments, credit memos etc..
Familiarity with relational databases, experience reading and writing SQL queries
Expert using browser consoles and debugging data display, requests and responses

ACCOUNTABLE FOR:
Manage and resolve daily, open customer support inquiries and escalations
Work in or close to US East Coast time zone (EST)
Provide detailed analysis and root cause for issues reported up through Tier 1 and Tier 2 Support
Liaise between engineering and our customers to resolve product and/or engineering-related issues
Communicate any system issues and work with Onboarding Services, Customer Success and Engineering on issue resolution
Assist with documentation of customer support processes and procedures
Provide support, as needed, within other areas of the Operations team as directed


COMPETENCIES AND ATTRIBUTES
Passion for excellent customer service and support
Strong attention to detail
Excellent verbal communication skills - English required
Ability to adjust pace and schedules to meet deadlines
Strong problem-solving skills
A high degree of self-motivation and initiative
Ability to communicate and interact effectively with technical professionals, as well as users and stakeholders who are non-technical
Capable of providing detailed analysis and root cause for issues reported up through Tier 1 and Tier2
Ability to work and collaborate well in geographically distributed cross-functional teams
Excellent organizational, analytical and complex problem-solving skills is imperative
Resourcefulness, creativity, good judgment, consulting and report writing skills
Flexibility and adaptability, coping effectively with complexity and change
Aptitude for remaining objective, calm and prioritizing competing priorities
Thrives on defining and refining process and isn't afraid to enforce it
Comfortable stepping into Tier1 and Tier 2 issues to provide leadership and resolution
Able to change tasks often and manage multiple tasks

Benefits:
Comfortable office in Kyiv with all the standard supplies
A high-level (A1) corporate insurance from UNIQA
Tax compensation
Equipment (laptops, screens etc.)
The company encourages all kinds of professional development (incl. books, training, workshops etc.). We will cover 100% of the price of the educational literature and 60% of the conference (training etc.) cost.

About YayPay UA

YAYPAY INC., is a fast-growing company with headquarters in New York, office in London and its back-office in Kyiv, Ukraine.

OUR PRODUCT
YayPay is modern accounts receivable management software that uses machine learning to help finance teams become revenue heroes. YayPay’s vision to help finance teams perform their most valuable work. We’re a rapidly growing, venture-backed company at the forefront of automation, AI, and machine learning. Our leadership team has multiple exits under their belts, and we’ve got some of the world’s best fintech and SaaS investors, including QED, Birchmere and Lightspeed. We load our hires up with a ton of early responsibility and expect everyone to greatly contribute to our success and rapid growth.

Company website:
https://www.yaypay.com/

DOU company page:
https://jobs.dou.ua/companies/yaypay/