Technical Customer Support Student

About Us:

PayEm is a cutting-edge fintech startup based in Israel, with a focus on revolutionizing global spend management and procurement processes. Our platform automates the entire Request to Reconciliation process, seamlessly integrating with ERP systems and offering tailored solutions to meet the unique needs of finance and procurement teams. At PayEm, we prioritize efficiency, accountability, and innovation, empowering organizations to optimize their spending practices and drive business growth.

About the role:

As a Customer Support Student, you will be the first line of support for PayEm’s customers, handling support cases to ensure issues are addressed promptly and to our customers' utmost satisfaction. You will work closely with the Development and Product teams and assist in building our Knowledge Base for our customers. This role involves working with a ticketing system and various troubleshooting tools.

This is an 80% job with flexible hours, allowing for a balance between work and other commitments

This is a one in a million opportunity to join a team headed for huge success while it’s still small enough to fit everyone in a single table at the bar. If you want to make an impact, if you’re not afraid of solving complex challenges, passionate about customer service & a critical thinker, this opportunity is for you - we’re saving you a seat at our table!

What you’ll do:

• Gain knowledge of PayEm’s platform, features and capabilities
• Triage issues to assess the right handling process
• Understand what our clients are looking to achieve and gather information on potential business implications in order to proceed the most suitable resolution on a timely basis
• Proactively flag issues internally to avoid customer initiated escalations
• Escalate issues to Senior Support further handling and resolution
• Provide assistance to customers around PayEm’s Spend Management platform and resolve payment issues to merchants worldwide
• Communicate with customers mainly via Email and Zoom sessions
• Follow with customers to ensure technical issues are resolved and assess level of satisfaction
• Collaborate with Product, Engineering, and Customer Success teams to ensure quick turnaround and provide quality service to PayEm customers.
• Document knowledge in the form of articles and Internal documentation

What you need to succeed:

• Tech industry experience
• Fluent English speaker
• Availability to work flexible hours
• Technology Degree Student: Industrial Engineering / Business Administration and Information Systems / Technology Management
• Excellent written communication
• Self-motivated self-starter with a strong work ethic and a customer-first approach, passionate about clients.
• Technical Skills: Strong problem-solving abilities and a solid understanding of relevant technologies
• Meticulous Approach: Exceptional attention to detail, ensuring thorough issue resolution and proactive problem identification
• Driven Problem Solver: Persistent and thorough, taking full ownership of issues until complete resolution.

Advantage:

• Alumnus of a technological unit
• Experience in Customer Service or SaaS Support teams
• Experience with Customer cases Logs Investigation, Troubleshooting and Root Cause Analysis
• Familiarity with common support tools such as Salesforce / Clickup / Jira / Zendesk