Software Support Analyst, Tyler Payments
Software Support Analyst, Tyler Payments
Posted on :
16-05-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
16-05-2025
Job Description
Description
We are seeking a Software Support Analyst to provide highquality troubleshooting and resolution for our custom or proprietary payment platform. This role is crucial in identifying and resolving customer needs while also driving process and product improvements to enhance platform efficiency and user experience. The ideal candidate is detailoriented proactive and committed to continuous improvement in support processes and payment operations.
Responsibilities
- Serve as the primary point of contact for customers experiencing paymentrelated issues ensuring timely resolution and a seamless experience.
- Troubleshoot transaction failures payment processing discrepancies and operational challenges escalating complex issues when necessary.
- Identify recurring issues and work closely with internal teams (product engineering and operations) to recommend and implement process improvements that enhance platform performance and customer experience.
- Analyze support trends to proactively address common issues and propose product enhancements that improve system usability and efficiency.
- Collaborate with the product and development teams to refine payment workflows and optimize user interactions.
- Maintain and improve documentation including troubleshooting guides FAQs and an internal knowledge base to enhance team efficiency and customer selfservice capabilities.
- Monitor and track key support metrics to assess platform performance and user pain points.
- Assist in testing new platform features updates and process changes to ensure they align with user needs and expectations.
- Ensure adherence to compliance standards security best practices and payment industry regulations.
Qualifications
- 2 years of experience in customer support application support or troubleshooting within a payment fintech or financial services environment.
- Strong analytical and problemsolving skills with a focus on root cause analysis and continuous improvement.
- Ability to assess and refine support processes to improve efficiency and reduce recurring issues.
- Excellent communication skills both written and verbal with the ability to translate customer feedback into actionable improvements.
- Experience working with ticketing systems similar to Zendesk or Jira to track categorize and analyze support requests.
- Familiarity with payment processing systems including gateways refunds chargebacks and reconciliation workflows.
- Proactive mindset with a passion for improving customer experiences and product usability.
- Ability to collaborate crossfunctionally with engineering product management and customer success teams.
- Experience in process optimization or customer experience improvements in a fintech banking or SaaS environment.
- Knowledge of compliance requirements such as PCIDSS and fraud prevention best practices.
- Exposure to reporting tools or analytics platforms for tracking payment trends and support metrics.
Physical Requirements
This position will require you to sit at a desk and routinely use a personal computer keyboard mouse etc. for prolonged periods of time.
Join our team and lead the way in providing exceptional customer support while building a positive and dynamic work environment. Together we will drive our organization towards greater success and customer satisfaction.
Required Experience:
IC
Employment Type
Full Time
Key Skills
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