Technical Support Analyst

About PayJoy

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 role

As 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.

• Respond 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

• Strong 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.  Also, a basic understanding of API fundamentals.
• Testing Mobile or Web applications:  Technical Support Analysts should have experience testing mobile or web applications.
• Analytical and problem-solving skills: Technical Support Analysts should be able to analyze complex technical problems and identify effective solutions in a timely manner.
• Excellent communication skills: Technical Support Analysts must be able to communicate effectively with customers and colleagues, both verbally and in writing.
• Proficiency in both Spanish and English languages is a requirement for this position.
• Customer service orientation: Technical Support Analysts should be focused on delivering excellent customer service and have the ability to empathize with customers and understand their needs.
• Attention to detail: Technical Support Analysts should be detail-oriented and able to accurately document issues and resolutions.
• Knowledge of support tools: Technical Support Analysts should be familiar with support tools such as ticketing systems, communication platforms, and knowledge management systems (e.g., JIRA, Slack, Confluence).
• Team player: Technical Support Analysts must be able to collaborate effectively with other members of the support team as well as with other departments such as engineering, product management, and sales.
• Flexibility and adaptability: Technical Support Analysts should be able to adapt to changing customer needs and technologies, and be willing to learn new skills.

• *Local benefits will depend of the country of hiring*
• 100% Company-funded Health and Dental insurance for employees and immediate family members.
• Phone finance, Headphone, home office equipment and fitness perks.
• $2,000 USD annual Co-working Travel perk.
• $2,000 USD annual Professional Development perk.

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

PayJoy Principles

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening