Senior Technical Support Specialist
VersaPay
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Canada · Remote
Posted 6+ months ago
About Versapay 🚀
For growing businesses that need to accomplish more with less, Versapay’s Accounts Receivable Efficiency Suite simplifies the invoice-to-cash process by automating invoicing, facilitating B2B payments, and streamlining cash application with AI. Versapay integrates natively with top ERPs, while allowing businesses to collect with a self-serve payment portal and collaborate with customers and teammates to resolve what automation alone can’t. Owned by Great Hill Partners, Versapay’s employee base spans the U.S. and Canada with offices in Atlanta and Miami. With 10,000 customers and 5M+ companies transacting, Versapay facilitates 110M+ transactions and $170B+ in payments volume annually
Think you might be the next Veep to join? Read on!!
Our Values
⭐️ We obsess over our customers.
⭐️ We help each other.
⭐️ We embrace diversity.
⭐️ We find better ways.
⭐️ We get things done.
⭐️ We own it.
Our product helps companies manage mission-critical functions like accounts receivable (AR), payments, cash applications, cash flow, and much more. In this role, you'll be part of a growing team within the Payment & Product Operations department, playing a vital role in delivering fast resolutions for merchants and ensuring an exceptional experience for our customers, partners, and their end-users. Your efforts will directly impact the smooth operation of key financial processes, making you an essential part of our success.
In this role, you’ll serve as the primary point of contact for customers within the Customer Care group, handling issues related to security risk and financial reviews. This includes managing tasks such as annual financial reviews, funding holds, ACH rejects, TIN mismatches, and authorization testing incidents. You’ll play a key role in supporting customer retention, assisting partners, and taking on other assigned duties. By building strong, empathetic connections with our customers, you’ll demonstrate our commitment to their success, ensuring they feel valued and supported throughout their experience with Versapay.
To succeed in this role, you’ll need at least 3 years of experience in merchant services or credit card processing. A strong understanding of AR processes, accounting, SQL, payment processing, ERP systems (NetSuite, Microsoft, Sage Intacct), billing, AR/AP, backend processor systems, Salesforce, and gateways is essential. Experience in financial services, payments, or the retail/merchant industry is a must, as it will provide you with the knowledge necessary to address complex customer needs and ensure smooth operations.
What you'll do:
- MRR Campaign support: You will support, and train customers on reporting, gateway, and ERP training who have not yet achieved 90% processing volume in their first 1-3 months of implementation, this campaign seeks to drive seamless adoption, foster deeper engagement, and support sustained success with Versapay.
- Partner Support: Empower our partners by resolving escalated issues efficiently, ensuring seamless functionality and strengthening the long-term partnership with resellers and VARs.
- Customer Retention: Drive customer retention by identifying opportunities for improvement and proactively addressing potential concerns, contributing to a high customer satisfaction rate
- Be the face of Versapay: Ability to build rapport and foster trust with customers by demonstrating empathy and understanding, especially in high-stakes or challenging situations.
- Solve problems: Support customers every day to diagnose funding/payment problems, propose data-driven solutions and help them adopt best practices with merchant services. Track support case activity in an automated support portal and personal queue.
- Ensure swift resolution: Lead Security and Risk support over the phone and via email, and provide efficient service, as our issues are high priority, time sensitive and can lead to churn. Must have strong multi-tasking and communication skills and organization with emails, cases, and support queue inquiries.
- Track and Troubleshoot: Troubleshoot the full-suite of products and payment-based transactions including third party payment processors and gateways for our ISO and Payfac portfolios. Trace transactions within Versapay systems to identify point of failure and handle remediation activities.
- Drive progress: Follow up on cases every 1-3 days to avoid any further financial impact with our customers. Think outside the box, by checking past cases for updated contact information and correct accounting/finance employees.
- Enable Others: Collaborate with Underwriting, Compliance, Pricing , CSM and Settlement Ops teams from the Versapay ecosystem along with third party partners to provide expertise on client escalation calls and help produce customer facing knowledgebase content.
What you'll bring to the team:
- Customer obsession: A resolute focus on the needs of the customer is essential. You will always view problems through the customer’s lens first, making decisions and prioritizing actions based on what best supports their needs and success.
- Customer-facing skills: You’ll need strong relationship management skills, with the ability to engage and influence stakeholders at all levels. Building trust and rapport will be key as you collaborate and drive positive outcomes across teams and with external partners.
- Follow through: High motivation, bias to action and strong prioritization. Can work independently to bring all assigned work to completion with speed and accuracy.
- Agility: You must have the ability to thrive in a fast-paced, deadline-driven environment, effectively managing multiple priorities at once. Whether working independently or as part of a team, you'll demonstrate strong problem-solving and decision-making skills to navigate challenges and deliver results.
- Curiosity: Driven to understand how things work, seek out sources of information and pick things up quickly. Able to dig deep and seek to understand the “why” with an eye on delivering stellar customer service and experience.
- Collaboration: You should be assertive with humility—able to lead change positively and confidently while maintaining a collaborative spirit. You take pride in upholding high standards for both verbal and written communication, always remaining professional under pressure, whether you're engaging with clients, colleagues, or stakeholders.
- Tech savvy: A strong understanding of web applications and various technologies is key to success in this role. Versapay utilizes tools like Salesforce, Slack, Jira, multiple gateways, third-party processor reporting sites, and many other platforms. Familiarity with APIs and the basic infrastructure of credit card processing and merchant services is also required to effectively navigate and resolve issues.
#LI-Remote
All of our Veeps live out our core values:
We look for excellence: individuals that are better than we are and not only meet our values but bring value to our teams.
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. Think you have what it takes, but not sure you check every box? Apply to the role anyways. We’d love to talk and determine together whether you could be a great fit!
We are committed to providing an environment that is inclusive and accessible. Versapay is an equal opportunity employer and considers all applicants for employment without discrimination. Please let us know if accommodation for the recruitment/interview process is required and we will work with you to make sure your needs are addressed.
This job is no longer accepting applications
See open jobs at VersaPay.See open jobs similar to "Senior Technical Support Specialist" Work In Tech.
