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Technical Customer Support Analyst

hace 1 mes

San José, Costa Rica Pairsoft A tiempo completo

**Job Summary**

As a member of the PairSoft Support team, you will be responsible mainly for dealing with Smart Document Recognition (SDR) tickets, which are reported by clients via our support portal, adapting our SDR engine to recognize new fields and entities added.
You will escalate critical issues to senior team members or second-tier technicians.
You will create client facing and internal Knowledge Base articles when necessary.
You will evaluate and resolve SDR related issues reported by the clients.
You will communicate updates to the clients on their open issues.
You will participate in virtual meetings with clients using different platforms, like MS Teams, Zoom etc.
You will attempt to reproduce a client issue and escalate to the second support tier, based on the existing processes.
As a member of the Support Team, you might be required by your management to support the Sales and Consulting teams.
**Location**: work from home anywhere in Costa Rica.
**Responsibilities / Essential Functions**
- Work SDR refinement tickets, as they are assigned.
- Communicate updates to the client regarding the owned SDR tickets, on a consistent basis that adheres to Company policy.
- Assists other team members with their SDR tickets, when necessary.
- Shares product, technical, and consulting knowledge with colleagues.
- Document processes and provides clear concise written documents including KB articles.
**Requirements**:

- At least High School education
- 2+ years or relevant technical support experience
- Deep understanding of regular expressions and how these are used.
- Analytical mindset, able to understand reported issues related to SDR, correct these and validate all changes.
- Self-Starter - ability to work autonomously, exercise independent judgment, use discretion, and keep his/her manager relevantly informed.
- Fluent Spoken/Written English Skills, essential
- Team Collaboration - Ability to collaborate with team members across multiple functions and to influence participation and work results.
- Remote Worker Experience - you have worked remotely before and are familiar with virtual collaboration tools.
- Familiarity with OCR/SDR technologies is a big plus.
- Ability to work US Easter Time client hours of 8am-5pm or as needed.
**About the Company**

PairSoft's union brings together three industry leaders, PaperSave, Paramount WorkPlace, and Webiplex DocuPeak, to form the strongest procure-to-pay platform for the mid-market and enterprise, with close integration to Microsoft Dynamics, Blackbaud, Oracle, SAP, Acumatica and Sage ERPs.
PaperSave provides customers with innovative document management, contract management, and AP automation functionality enhanced by OCR capabilities.
Paramount WorkPlace brings robust web and mobile-based requisition, procurement, expense, and AP automation powered by artificial intelligence and OCR.
Webiplex DocuPeak saves you time and money by automating data extraction while seamlessly integrating with your ERP platform.
The three solutions complement and integrate with each other already, sharing a similar customer base, channel partners, and ERP integrations

At PairSoft, we are passionate about innovation, transparency, diversity, and advocating on behalf of our customers and communities we support.
We offer exciting career opportunities and a collaborative culture that allows individuals to learn, grow, and create meaningful impact.
We are expanding and seeking team players who are eager to jump in and contribute to our rapid growth
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