Payzer, a WEX Company, creates software solutions to help contractors simplify their business and make life easier.
Our software product, Payzerware, is an end-to-end Field Service Management platform that helps contractors run their business, grow sales, and simplify back-office operations. Payzerware provides complete business management including schedule / dispatch, invoicing, sales proposals, and maintenance agreements. It also enables a full range of payment and financing solutions, which further help contractors decrease outstandings, generate more revenue per job, and save time.
The technical support coordinator is a Payzerware product and technical expert who supports the Payzercare team development manager and product specialists through two primary functions:
Troubleshooting and documentation quality
Prioritization queue management
If a product specialist (in support or care) is struggling to identify a root problem, the technical support coordinator will work in conjunction with the team development manager (and product team as necessary) to quickly establish the root problem and possible causes. This role critically enables swift resolution in high tension cases, improves queue availability, and frees the team development manager to triage other concerns and focus on the needs of new and developing product specialists.
Additionally, the technical support coordinator manages the prioritization queue. Queue management requires daily review of new and growing bugs, review of quality and severity of escalation requests, merging duplicate issues, and interfacing with the product team for updates on release timeline of emergency tickets. Other responsibilities may include generating reporting, creating tracker tickets or support tasks, end user testing, collaborating on Intercom/Jira integrations, assisting product managers in identifying the requests related to their scrum, and analyzing and organizing tickets into themes. Other tasks may be assigned as needed.
The technical support coordinator goes above and beyond to support the Payzercare or Implementation teams, yet also “teaches them how to fish” to avoid dependency or stymied growth in troubleshooting skills. The coordinator’s role also serves as a guardrail to ensure all prioritized tickets have been thoroughly examined to provide product managers clear and correct information.
The job requires:
A deep understanding of our products
Payzerware software
Quickbooks software
The HVAC, Plumbing, and Roofing industries
Operating principles and practices of a residential home improvement contractor
Operating principles and practices of HVAC, Plumbing, and Roofing distributors
Credit card pricing, settlement, merchant limits, and underwriting
Consumer financing laws, use cases, pricing, and best practices
Mobile and web technology
Data extraction from a variety of other software systems
Financing – GreenSky, Service Finance, Fortiva, Wells Fargo, Lending Tree
Vehicle Tracking – Azuga
Flat Rate Pricing – Profit Rhino
Suppliers and Distributors
Ability to Solve Complex Problems
Our customers present complicated use cases from their business operations. The technical support coordinator must have a deep knowledge of our product to determine if there is an issue with the software performance, or if the customer needs education and consultative help to use our software in their businesses
The technical support coordinator should have great skill in rightfully discerning true root business problems when issues are presented and be able to reassure customers confidently, collaborate with teammates quickly, and accurately detail their findings in documentation.
Equal Opportunity Employer/Vets/Disability
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