What are the responsibilities and job description for the Technical Support Specialist position at Modern Treasury?
This position can be based out of San Francisco, New York, or remote (we accept candidates from the following states : AZ, CA, CO, CT, FL, GA, HI, IL, MA, MI, MN, MT, NC, NJ, NV, NY, OH, OK, OR, PA, TX, UT, WA, WI ).
OVERVIEW
We are looking for a Technical Support Specialist to join our Customer Support team. This role will report to the Manager of Customer Support and will have an immediate and lasting impact on our business by supporting core customers and products.
In this role, you will be given agency in your day to day work and your voice will be heard across internal teams. Nuanced investigations, continual product advancement, and customer interactions mean each day is unique; there aren't any repetitive tasks to be found here. As our team reaches goals we work together to set new ones to ensure we continually improve as a team.
As a member of the Customer Support function, you will :
- Contribute to the smooth day-to-day operation of the Support team, including managing customer escalations effectively. You will work primarily with Customer Success Managers (CSMs) on customer-facing communications and with Engineering on internal escalations to meet and exceed our service level commitments. You will also collaborate with Product, Bank Partnerships, Sales, Marketing, and Finance from time to time depending on the nature of individual customer requests.
- Collaborate cross-functionally with Engineering, Product, and other teams on projects that impact how internal and external users work with Modern Treasury
- Participate in a rotational on-call schedule to support customers that have 24 / 7 access for P0 & P1 incidents.
- Use data-driven methodologies to collate customer feedback and trends. Share relevant customer-specific and product-specific recommendations with Engineering and Product to alleviate recurring issues or develop new capabilities that increase our customers' operational efficiency.
- Assist in planning, developing, and implementing policies, procedures, performance standards, and training programs for the Customer Support team.
- Leverage your SQL data analysis, business intelligence, and API troubleshooting skills to either resolve common technical questions or diagnose issues in-depth before triaging to the Engineering team.
We strongly believe that investing in personal and professional growth puts us in a position to deliver long-term value to our customers. This role offers a unique opportunity for growth in a value-driven company, and it sits at the intersection of our customers, our people, and our products.
ABOUT MODERN TREASURY
Modern Treasury is the operating system for money movement. Our payment operations platform combines a suite of APIs and dashboards to help companies unlock new payments revenue, strengthen customer experiences, and drive efficiency through their business. Our end-to-end platform moves enterprises forward with faster payments, efficient workflows, full data visibility, and seamless bank integrations.
REQUIREMENTS
WEEK BY WEEK
During your first week you will :
During your first six weeks you will :
During your first six months you will :
Modern Treasury is committed to equal employment opportunity and does not discriminate in any employment opportunities or practices based on an individual's race, color, creed, gender (including gender identity and gender expression), religion (all aspects of religious beliefs, observance or practice, including religious dress or grooming practices), marital status, registered domestic partner status, age, national origin or ancestry (including language use restrictions and possession of a driver's license issued under California Vehicle Code section 12801.9), natural hair, physical or mental disability, political affiliation, medical condition (including cancer or a record or history of cancer, and genetic characteristics), sex (including pregnancy, childbirth, breastfeeding or related medical condition), genetic information, sexual orientation, military and veteran status or any other consideration made unlawful by federal, state, or local laws. It also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics.
Modern Treasury participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
