Senior Customer Support Specialist

Tier 1 Customer Support Specialist 

About the Position: 

Paymode, LLC is looking for a Tier 1 Application Support Specialist. As a member of the Customer Support Team, you will be responsible for providing exceptional, front-line support to both end users and internal customers using the Paymode Procure to Pay Platform. You are expected to handle all inbound customer inquiries and manage tickets, following our established communication standards.  The role will perform diagnosis of reported issues, answer how-to questions, reproduce reported technical issues, and assist users with navigating the applications.  The primary success criteria in this role is to ensure the effective tracking of customer issues from initial report to final resolution, all while providing an excellent customer experience.   

Responsibilities of this Position: 

• Answer inbound calls and tickets, ensuring all customer contacts are responded to quickly, with a high level of service. 

• Provide outstanding customer service to both internal and external customers.  Thoroughly document findings, next steps, and learnings in tickets. Contribute to team documentation to facilitate knowledge sharing. 

• Actively manage assigned tickets to ensure adherence to SLA’s.  Ensure daily updates are provided to customers, expectations are clearly set and proactive internal follow up is performed.   

• Conduct screen-share sessions with customers to troubleshoot issues, assist with navigating the application and/or reproduce reported issues.  

• Deliver and perform against position and team performance metrics. 

• Work with cross functional teams to research and resolve customer issues.  

• Collaborate on issue resolution and escalate issues requiring technical resources. 

• Quickly identify trends and product defects and escalate to managers for fast resolution. 

• Perform additional responsibilities as defined by the support management team. 

• Participate in on-call responsibilities during non-business hours, weekends and holidays as requested. 

Knowledge and Skill Requirements: 

• 2+ years of experience in a customer service or helpdesk role 

• Proven ability to troubleshoot and support customers using software applications 

• Must have excellent listening and communication skills (written and verbal) with the ability follow instructions 

• Highly organized with good analytical problem-solving abilities 

• Must have strong written and communication skills, including the ability to effectively interact with internal teams, partners, and customers.  Ability to multi-task in a fast-paced constantly evolving workplace. 

• Candidates must be eligible to work in the US for any employer 

Desired but not required:  

• Bachelor's degree in Information Systems, Communications, Business Administration, Technology or equivalent education and experience 

• Familiarity with Accounting and/or software support 

• Experience working out of ticketing systems