.PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success.
We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the lowest cost and qualify the most customers in the industry.
As of 2024 we have brought billions of dollars in credit to 12 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.This roleAs a Technical Support Analyst, you'll become part of a global team responsible for delivering technical assistance and support to PayJoy's customers, ensuring a positive customer experience.
Alongside resolving technical issues, you'll also have the opportunity to help test upcoming PayJoy products.
Collaborating with various teams including customer service, product, engineering, operations, and external partners will be key to your success.
By contributing to the team's achievements, you'll play a significant role in PayJoy's overall business impact.
To excel in this role, you'll need exceptional analytical and problem-solving skills, excellent communication abilities, and the capacity to perform well under pressure.
Prior experience in technical support or a similar position would also be advantageous.ResponsibilitiesRespond to customer inquiries: Technical Support Analysts are responsible for answering the customers experience team's technical questions and resolving technical issues that they encounter while using a product or service.Troubleshoot technical issues: Technical Support Analysts must be able to diagnose and troubleshoot technical problems that customers encounter with products or services.Provide technical guidance: Technical Support Analysts must provide customers with guidance on how to use a product or service effectively and efficiently.Document and escalate issues: Technical Support Analysts must document all issues that they encounter and escalate complex issues to higher-level support personnel.Conduct research: Technical Support Analysts must conduct research to identify and implement solutions to complex technical problems.Collaborate with other teams: Technical Support Analysts must collaborate with other teams, such as Engineering or Product Management, to identify and implement product improvements.Test and evaluate products: Technical Support Analysts must test and evaluate new products and services to ensure they are functioning properly and meet customer needs.This position will also require participation in an on-call (off-hours/weekend) rotation.RequirementsStrong technical knowledge: Technical Support Analysts must have a strong technical background and be familiar with the products, systems, and technologies they support.
Must have strong SQL Query skills