Technical Support Engineer

About us

Empowering businesses to deliver a 7-star experience.

Pelcro is a billing platform on a mission to transform how consumers and businesses interact. Companies worldwide rely on Pelcro to manage all their billing needs helping them grow accelerate payments and unlock new revenue potential. Were leveraging AI to streamline billing processes and back-office operations with a significant journey ahead. Pelcro processes over $100M in payments for businesses using our platform and were growing rapidly. With billions of data points generated our platform offers unique insights and exciting opportunities.

We prioritize investing in our culture creating countless memories through team activities like field trips go-karting skeet shooting buggies horse back riding and more. Discover more about our vibrant culture on our careers page.

About the role

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software problems and help our customers in resolving their requests.

Key responsibilities:

1. Attend virtual stand up meetings;
2. Work on tickets via email or calls with the goal to maintain a high customer satisfaction rating;
3. Achieving the SLA goals agreed on;
4. Assisting the client customer service team with escalations;
5. Working on adhoc requests related to client operations such as lists and fulfillments;
6. Documenting product improvements based on support tickets;
7. Prepare reports manuals and other documentation on the status operation and maintenance of software;
8. Work on configuring the ticketing system to provide the best customer experience as it relates to escalations and resolving tickets

Qualifications:

1. Proficiency in Technical Support and Troubleshooting to resolve software and system-related issues with 1-2 years of experience
2. Bachelors degree in Computer Science Information Technology or related field is a plus
   
3. Excellent written and verbal communication skills
4. Strong Customer Support and Customer Service skills to ensure client satisfaction and build positive relationships
   
5. Analytical Skills for assessing technical problems and providing effective resolutions
6. Familiarity with subscription-based platforms or SaaS solutions is an advantage
7. Ability to learn new technologies quickly
   
8. Ability to work independently and as part of a team
9. High sense of ownership

Benefits

1. Flexible fully remote environment
2. Competitive salary
   
3. Annual learning and improving budget
4. Skilled senior staff who will help you to achieve your very best
5. Interesting and varied projects to work on
6. Health insurance can be offered
   

Along with providing our clients with a seamless user experience we make sure to always be mindful of making Pelcro the best place to thrive by maintaining a company culture that is based ontrustopennessandsupport.

Pelcro Inc. is an equal-opportunity employer. We value diversity and are committed to creating an inclusive environment that celebrates differences.

Required Experience:

IC