Technical Support Specialist

hace 1 semana

Perímetro Urbano Medellín, Colombia Recurly, Inc. A tiempo completo

About Recurly:

Recurly, Inc., a SaaS company, provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Subscription businesses such as Sling TV, FabFitFun, Cinemark and Fubo.tv depend on Recurly to harness the power of the subscription model and drive recurring revenue growth. Since its launch in 2009, Recurly has deployed subscription billing for thousands of companies across 55 countries. Our platform empowers billions of credit card transactions and has enabled customers to recover nearly $1.3 billion in revenue in 2024.

Recurly is backed by Accel-KKR, a leading technology-focused private equity firm with over $10 billion in capital commitments. The partnership offers Recurly access to significant capital and resources to make continued investments in technology and platform innovation and expand our go-to-market initiatives.

As a Technical Support Specialist, you are on the frontlines—your job is to help ensure a delightful and successful experience for merchants, partners, prospects, and employees. Your challenge will be to promote fast and efficient implementation of our services, providing the correct solutions while ensuring an excellent experience every single time. Not only will you be providing solutions to our merchants, but you will also be supporting our internal teams with support resources and knowledge. You will also be working with our product and engineering teams to report technical issues and test new features before release. Providing a delightful and successful experience for all of our customers is key to their success—and ours

Responsibilities
  • Develop relationships across the entire organization to influence others to achieve the best customer experience possible.
  • Support customer inquiries by managing tickets in an industry-leading helpdesk management system including but not limited to ensuring tickets are routed to the right personnel and that ticket correspondence is prompt and thorough in accordance with current service level agreements (SLA).
  • Foster lasting relationships with our developers and product owners and utilize their expertise to connect customers with the right technical solutions.
  • Proactively identify technical issues and report them to our Engineering team.
  • Develop comprehensive knowledge of existing customer service processes, workflows, and procedures.
  • Be the subject matter expert of our products and services prior to general customer availability.
  • Collaboratively accomplish team goals to maintain and improve customer service standards and best practices.
  • Create and maintain documentation and instruction resources related to your role to be utilized by other team members.
Requisites
  • You have 3+ years of related experience providing customer support using industry-leading case management systems and inbound customer support platforms.
  • You have experience collaborating with peers and forming agreements across teams.
  • Aptitude to quickly learn new technologies; both software and hardware platforms.
  • You have a deep understanding of the software development cycle and use that knowledge to inform customer support strategy recommendations.
  • You exhibit an excellent grasp of customer service practices.
  • You know how to organize complex information into logical steps and sequences.
  • You are skilled at and comfortable with articulating technical problems and issues succinctly and clearly with groups of people.
  • You have the ability to troubleshoot technical issues on a variety of clients creatively and efficiently.
  • You have strong written and verbal communication skills.
  • You have an advanced understanding of mobile and web-based platforms.
  • You have experience with JSON and REST APIs.
  • You have experience writing code to gather data from web services and use it for your own purposes.
  • Experience with server event diagnostics tools.
  • You are familiar with CSS, HTML, and JS and have experience with web development.
  • Experience and subject knowledge of RevRec and other financial reporting tools.
  • Experience being measured and driving against metrics that feed Service Level Objectives and Key Performance Indicators.

As a full-time employee, we offer competitive benefits programs and perks designed to fit your needs and the needs of your family.

Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at talent@recurly.com

#J-18808-Ljbffr

  • Technical Support Specialist

    hace 1 semana

    Perímetro Urbano Barranquilla, Colombia SupportYourApp A tiempo completo

    Join Our Team as a Technical Support SpecialistAt SupportYourApp, we pride ourselves on delivering top-notch technical support services to our clients around the globe. As a Technical Support Specialist, you will play a vital role in ensuring that our clients receive exceptional support and service.About the Position:We are seeking a skilled and experienced...

  • Technical Support Specialist

    hace 3 días

    Perímetro Urbano Medellín, Colombia HyperGuest A tiempo completo

    HyperGuest is a leading provider of innovative hospitality solutions. We are seeking a highly skilled Technical Support Specialist to join our team in Colombia.About the Role:This is an exciting opportunity for a customer-focused professional to provide top-notch support to our clients. As a Technical Support Specialist, you will be responsible for resolving...

  • Technical Support Specialist

    hace 2 semanas

    Perímetro Urbano Medellín, Colombia Orion Innovation A tiempo completo

    Job Description:We are seeking a skilled Technical Support Specialist to join our team at Orion Innovation.About the Role:The successful candidate will provide Tier 1 and Tier 2 technical support, actively participate in technology solution development and maintenance, and ensure IT availability and operational continuity.Responsibilities:Technical Support:...

  • Technical Support Specialist

    hace 12 horas

    Medellín, Antioquia, Colombia Endava A tiempo completo

    Job OverviewWe are seeking a highly skilled Technical Support Specialist to join our team. As an L3 Support Engineer, you will play a crucial role in overseeing the lifecycle of software applications, ensuring their stability, performance, and continuous improvement.

  • Technical Support Specialist

    hace 2 semanas

    Medellín, Antioquia, Colombia Taskus A tiempo completo

    About the RoleAt TaskUs, we are seeking a Technical Support Specialist to join our team. As a key member of our IT department, you will provide first-level technical support to internal customers who are experiencing technical issues.Job Description:We are looking for an experienced Technical Support Specialist to join our team in providing top-notch...

  • Technical Support Specialist

    hace 5 días

    Perímetro Urbano Medellín, Colombia Evolution A tiempo completo

    Job OverviewEvolution, a leading provider of video-streamed Live Dealer gaming, is seeking an experienced Technical Support Specialist to join our team. As a key member of our operations team, you will play a critical role in ensuring the smooth delivery of our services.The ideal candidate will have a strong background in mechatronics, electronics, or a...

  • Technical Support Specialist

    hace 1 día

    Perímetro Urbano Medellín, Colombia CI&T A tiempo completo

    Join Our Team:We are seeking a highly skilled Support Analyst with expertise in React, Node.js, and TypeScript to join our team.In this role, you will be responsible for providing technical support and troubleshooting for our web applications while ensuring seamless user experiences.You will work closely with the development team to understand application...

  • Technical Support Specialist

    hace 6 días

    Perímetro Urbano Santiago de Cali, Colombia Scale Up Recruiting Partners A tiempo completo

    Hi there We are Scale Up and our client is looking for a Technical Support Specialist in the SaaS industryAbout the CompanyOur client is an innovative SaaS startup focused on helping businesses optimize their pricing strategies through live price testing. Their platform allows companies to easily run pricing experiments on their websites without the need for...

  • Technical Support Specialist

    hace 2 semanas

    Perímetro Urbano Santiago de Cali, Colombia Avidbots Corp. A tiempo completo

    We are an Avidbots Corp branch located in Colombia, dedicated to offer customer care support of Avidbots sold products around the world. Our services include specialized technical support, live robots assistance, 24/7 remote monitoring, development, and maintenance of cleaning plans "patterns" for scrubber robotic machines. Our goal is to keep providing...

  • Technical Support Specialist

    hace 2 semanas

    Perímetro Urbano Santiago de Cali, Colombia Avidbots Corp. A tiempo completo

    We are an Avidbots Corp branch located in Colombia, dedicated to offer customer care support of Avidbots sold products around the world. Our services include specialized technical support, live robots assistance, 24/7 remote monitoring, development and maintenance of cleaning plans "patterns" for scrubber robotic machines. Our goal is to keep providing...

  • Technical Support Specialist

    hace 5 días

    Medellín, Antioquia, Colombia Neowork A tiempo completo

    We are seeking a skilled Technical Support Specialist to join our team in delivering exceptional customer support via live chat. The ideal candidate will play a key role in assisting users with onboarding, billing, and platform navigation while providing prompt and efficient service.Key ResponsibilitiesProvide timely and effective customer service via live...

  • Technical Support Specialist

    hace 5 días

    Perímetro Urbano Medellín, Colombia Willis Towers Watson A tiempo completo

    The Onsite Support & Dispatch Technician is a crucial role within the Global End User & Collaboration Services organization. The main objective is to provide top-notch in-office technology deployment, maintenance, and support.This position requires strong technical skills, including troubleshooting hardware and software issues, setting up laptops as needed,...

  • Technical Support Solutions Specialist

    hace 1 semana

    Medellín, Antioquia, Colombia Tipalti A tiempo completo

    Company Overview: Tipalti is a leading global fintech company that provides a comprehensive financial automation platform for businesses. Our innovative solutions enable finance professionals to modernize their entire payables operation, freeing them to focus on high-value tasks.About the Role: We are seeking an experienced Technical Support Engineer to join...

  • Technical Support Specialist

    hace 1 día

    Perímetro Urbano Medellín, Colombia Willis Towers Watson A tiempo completo

    The Onsite Support & Dispatch Technician plays a vital role in ensuring the successful delivery of workplace services within the Global End User & Collaboration Services organization.Key ResponsibilitiesProvide On-Site Technical Assistance: Troubleshoot IT hardware, software, and set up laptops as required.Configure and Maintain Workspaces: Install,...

  • Technical Support Specialist

    hace 7 días

    Medellín, Antioquia, Colombia Humanly (humanly) A tiempo completo

    About TaskUsTaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies. Leveraging a cloud-based infrastructure, we serve clients in the fastest-growing sectors.We prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our...

  • Technical Support Specialist

    hace 5 días

    Perímetro Urbano Santiago de Cali, Colombia Avidbots Corp. A tiempo completo

    A Day in the Life:As a Technical Support Specialist at Avidbots Corp., you'll be responsible for maintaining the efficiency of our IT systems, providing advanced technical support, and contributing to various IT projects.Your Key Responsibilities:Maintaining onboarding and termination procedures, ensuring accurate setup, license assignments, and records...

  • Technical Support Agent

    hace 5 días

    Perímetro Urbano Medellín, Colombia Evolution Gaming Limited A tiempo completo

    The Operational Table Manager is responsible for ensuring the smooth operation of live casino games. As a Service Support Specialist, you will monitor game play, identify technical issues, and communicate with players and colleagues to resolve problems.Main Responsibilities:Monitor live casino game play and identify technical issues.Communicate with players...

  • SaaS Technical Support Specialist

    hace 6 días

    Medellín, Antioquia, Colombia Sd Solutions A tiempo completo

    Job Description:We are seeking a highly skilled SaaS Technical Support Specialist to join our team at Sd Solutions. As a key member of our support team, you will play a vital role in ensuring the seamless operation of our customers' SaaS environments.In this position, you will be responsible for understanding customer requests and configuring back-office...

  • Junior Technical Support Professional

    hace 2 días

    Perímetro Urbano Manizales, Colombia AgileEngine A tiempo completo

    Job DescriptionWe are seeking a skilled Customer Support Specialist to join our AgileEngine team.In this role, you will be responsible for providing exceptional customer service and technical support to clients using Shopify.You will work closely with our team to resolve client issues in a timely and professional manner.Provide support to clients via phone,...

  • Junior Technical Support Specialist

    hace 1 día

    Medellín, Antioquia, Colombia Growth Acceleration Partners A tiempo completo

    Company OverviewGrowth Acceleration Partners (GAP) is a leading consulting and technology services firm dedicated to delivering innovative solutions for businesses.With a strong presence in Latin America and the United States, we offer end-to-end solutions that drive growth and improvement for our clients.Our commitment to diversity, equity, and inclusion...