YayPay is a fast-growing company with offices in New York, London, and an engineering team in Ukraine (Kyiv, Dnipro).
18 квітня 2022

Customer Support (вакансія неактивна)

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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
  • Paid vacation and sick leave
  • Access to online training platforms, such as language courses and Linkedin Learning
  • Employee referral bonuses
  • Team-building activities
  • Career and leadership development
  • Medical insurance
  • Possibility of working home or anywhere
  • 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 is 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, pull and push relevant customer information
  • Payment Providers to allow CreditCard and ACH to be made through the platform
  • Credit Providers like CreditSafe pull credit information

The application is currently undergoing 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