Position: Customer Support
Company: YayPay by Quadient
Category: Support
Experience required: 1y
English level: intermediate

We are seeking Customer Support who is passionate about solving complex problems for our clients and their client bases. The ideal candidate will have strong attention to detail, be action-oriented, be comfortable working in multiple systems at a time and excels at collaborating with team members from across the company including Onboarding Services, Customer Success, Product Management, and Engineering. This is a great opportunity to engage with clients, intimately learn our solutions and continue to build towards your technology career!

Required:
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

We offer:
- Flexible working hours
- A comfortable office in Kyiv with all the standard supplies(or you can work remotely)
- A high-level (A1) corporate insurance from Uniqa
- Tax compensation
- Equipment (laptops, screens etc.)
- Educational and professional development support

Responsibilities:

Manage and resolve daily, open customer support inquiries and escalations
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

About project:

YayPay is building a cutting-edge 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 company at the forefront of back-office automation, AI, and machine learning. YayPay is also one of the leaders of the industry in terms of user experience and consumerization of enterprise software.

From the technology perspective, YayPay Platform is a SaaS offering, which integrates with a number of different systems, such as:
- ERP systems to pull accounts receivable data from (e.g. NetSuite, Intacct, Sage X3 etc.)
- CRM systems, like SalesForce to pull and push relevant customer information
- Payment Providers to allow CreditCard and ACH to be made through the platform
- Credit Providers like CreditSafe to pull credit information

The application currently undergoes the phase of the active new feature development — we are working on building new modules: Reporting & Analytics Module, Credit Module, Cash Application Module.

The application is built on Service-Oriented Architecture, with the use of Kubernetes and technologies around it.

The main technology stack is described below:
- Back-End: Java 11, Spring Framework, Hibernate, MySQL, Kafka, Exasol
- Front-End: VueJS and KendoUI
- Machine Learning: Python and relevant machine learning libraries are used for the ML services
- Hosting: the application is hosted on AWS, with extensive use of the native AWS services