.**T1-Technical Customer Support**CONTRACT Position - Mexico (Remote)PairSoft's union brings together three industry leaders, PaperSave, Paramount WorkPlace, and Webiplex DocuPeak, to form the strongest procure-to-pay platform for the mid-market and enterprise, with close integration to Microsoft Dynamics, Blackbaud, Oracle, SAP, Acumatica and Sage ERPs.PaperSave provides customers with innovative document management, contract management, and AP automation functionality enhanced by OCR capabilities. Paramount WorkPlace brings robust web and mobile-based requisition, procurement, expense, and AP automation powered by artificial intelligence and OCR. Webiplex DocuPeak saves you time and money by automating data extraction while seamlessly integrating with your ERP platform. The three solutions complement and integrate with each other already, sharing a similar customer base, channel partners, and ERP integrationsAt PairSoft, we are passionate about innovation, transparency, diversity, and advocating on behalf of our customers and communities we support.We offer exciting career opportunities and a collaborative culture that allows individuals to learn, grow, and create meaningful impact. We are expanding and seeking team players who are eager to jump in and contribute to our rapid growth!**Role Responsibilities**:- Be the front line of PairSoft Customer Support, assisting customers in resolving the reported incidents by using all available resources and knowledge- Communicate clearly and concisely with technical or non-technical customers, ensuring that all SLAs are met- Triage your work queue daily and properly prioritize tasks, ensure that all ticket details are correctly recorded- Use your best troubleshooting skills to solve technical problems reported- Perform initial troubleshooting, info gathering and document replication steps prior to escalating to Customer Support Tier 2. Escalate only after exhausting all possible methods to resolve the issue yourself- Contribute to the knowledge base by creating and updating existing support documentation.- Allocate weekly hours to cross-train on all PairSoft products- Deliver on all Customer Support goals, as set by the Company**Preferred Qualifications**:- Fluent English (verbal and written)- Customer centric attitude and mindset- Organized, with attention to detail- Can work independently and collaboratively- Ability to assess priority and impact in a high-pressure environment- Ability to create and execute SQL queries- Capable of reading code or scripts presented- 3+ years in a Customer Support (or equivalent customer facing) role- Experience in working with database queries- Bonus points for:- Experience using support tools (portal/phone system)- Familiar with P2P and Document Management software- Understanding/experience with C#/