Senior Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Offer advanced functional and technical assistance for clients utilizing Versapay's ERP integrations

• Diagnose intricate integration, payment processing, and accounting-related challenges

• Collaborate with Product, Engineering, Customer Success, and Implementation teams

• Provide outstanding customer experiences

• Manage and escalate cases effectively

• Achieve customer satisfaction, SLA adherence, response-time, first-contact, and resolution-time objectives

• Ensure the quality and precision of case resolutions

• Foster customer relationships and address customer feedback

• Contribute to knowledge base articles and enhance processes

• Work alongside cross-functional teams to assist customers and improve products

⛳️ Requirements

• 3+ years of practical experience with ERP systems in a functional, consulting, implementation, or technical support role

• Familiarity with one or more ERP platforms, including NetSuite, Sage Intacct, Microsoft Dynamics 365 Business Central, Microsoft Dynamics Finance & Operations, Acumatica, SAP Business One, or other enterprise ERP solutions

• Bachelor's degree in Accounting, Finance, Business Administration, Economics, Information Systems, or a related discipline

• Strong grasp of accounting principles and essential ERP business processes, such as Order-to-Cash (O2C), Procure-to-Pay (P2P), Record-to-Report (R2R), Accounts Receivable, General Ledger, and Financial Reporting

• Proven capability to troubleshoot complex ERP challenges and deliver customer-centric solutions

• Experience providing technical support to ERP customers in a customer care environment

• Strong analytical, problem-solving, and critical thinking abilities

• Excellent written and verbal communication skills

• Ability to juggle multiple priorities in a dynamic environment

• Experience utilizing customer support platforms like Salesforce, Zendesk, Intercom, Jira, or similar ticketing systems

• ERP certifications are highly preferred

• Background in supporting payment integrations, APIs, middleware, or financial technology (FinTech) solutions

• Knowledge of ERP workflows, automation, reporting, and customization tools

• Experience with SQL, REST/SOAP APIs, integration troubleshooting, or data synchronization concepts

• Understanding of ERP customization frameworks such as SuiteScript, Power Platform, Business Central extensions, or Sage customization tools

• Experience mentoring peers or acting as a subject matter expert

🏝️ Benefits

• Opportunities for professional development and career advancement

• Equal opportunity employer dedicated to diversity and non-discrimination