Technical Support Enigneer Jobs

As a global B2B FinTech software company, Serrala helps organizations automate their complex finance processes to stay ahead of the curve. With locations in Europe, North America and Asia, our 700+ employees are dedicated to servicing our customers in all industry sectors, from medium-sized companies to global players. More than 100 of S&P500 and over 50% of DAX40 companies are our customers.

We are growing - our goals are ambitious, and to achieve them, we need you. #Remote, North America (US & Canada)

Technical Support Enigneer

This is not a posting for employees or employment in CA, CO, NY,or WA. Persons in such state are excluded from consideration for employment and the Company will reject any applicant information from any such person. Applicants must attest that they are not from CA, CO, NY, or WA for consideration for employment and no work will be permitted in CA, CO, NY,or WA, in whole or in part, in the performance of the position. The falsification of applicant information will result in immediate exclusion from employment consideration or termination from employment.

Primary Purpose of The Position:

This person provides essential technical support to Serrala’s global customers. A successful specialist will be able to verbally and in writing, communicate with colleagues, customers, and partners to determine the underlying issue and prosecute the actions to issue resolution.

Essential Duties and Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work with a global team to proactively monitor cloud-based and on-premise customer solutions
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Picks up and processes Support Service Tickets
• Functional troubleshooting and analysis
• Tracks the progress of an owned Support Service Ticket during entire lifecycle (from open to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Support Service Tickets as necessary (note: responsible that the solution is created but is not necessarily responsible for the solution itself)
• Initial triage to gather information needed to troubleshoot solutions that include Serrala and third-party products.
• Provide first line support and maintenance services to new and existing customers through the structured Support Center

• Evaluate and determine, with the assistance of project managers, project leads, team leads, and account executives, when a ticket is billable and not part of a customer’s pre-paid support.
• Update, maintain, and administer the Support Center Knowledge Base
• Coordinate second-level and higher support services with senior consultants, developers, and third-party partners
• Execute service requests such as setting up accounts as per the SLA
• Refer Support Service Tickets to the appropriate Product Group

• Escalate to the appropriate management level when SLA thresholds are violated.
• Manage support communications for/to all third-party vendors for their solutions to ensure prompt customer technical support to the customer
• Manage the entire service request process ensuring adherence to SLA
• Communicate (internally/externally) about Support Service Tickets, e.g., communicate the status of the Support Service Tickets directly with the customer or broadcast to a larger audience as defined per SLA.
• Create, review, process and send reports as required or requested

• Other duties as assigned

Location: Chicago, IL or remote, US & Canada (excluding CA, CO, NY, WA)

Travel: Willingness and ability to travel is an essential function of all jobs at the company unless otherwise advised by your manager or Human Resources at the time of hire or promotion. Approximately 5%.

Qualifications:

• Experience with B2B payments
• Experience with AP Processing

• Proven analytical, problem-solving and conceptual skills
• Knowledge of financial accounting
• Experience in direct customer support role
• Knowledge of SQL databases and queries
• BS/BA in Computer Science or related degree or equivalent experience

• Strong work ethic when working within a team to accomplish goals and milestones
• Always maintains professionalism and excellent interpersonal skills to work with what can at times be difficult and demanding customers
• English: written and verbal fluency
• Highly motivated self-starter with the ability and desire to work independently, even when detailed instructions are not provided
• Strong interpersonal and communication skills, including the ability to express complex business concepts in technical terms

• Must be a W2 Employee (fulltime salaried position) and authorized to work in the USA or Canada.

Preferred Education and Experience

• Highly desirable: Forensic Accounting or auditing background
• German, Spanish, and/or French language skills

• Knowledge of SAP ECC and/or S/4HANA
• Experience with software/services pre-sales and/or business consulting roles
• Knowledge of LAN/WAN (TCP/IP) technologies
• Experience with SAP ABAP, C++, JAVA, scripting or other computer language.
• Experience in document capture and/or content management systems such Brainware, Kofax, or Captiva

What's in it for you? We have many benefits and perks available to you as a Serrala employee. Here are just a few...

• 401(k) - dollar for dollar matching up to 4% and immediate vesting and contribution from your first day of employment
• Up to a $275 monthly reimbursement for phone and internet
• LifeMart - discounts on travel, food, products, and services
• Medical, Dental, and Vision Insurance - available to you from your first day of employment
• Employee Assistance Program

[EEO Statement]

Serrala is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, familial status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state, or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, general treatment during employment, termination, layoff, recall and leave of absence.

[To all recruitment agencies]

Serrala does not accept agency resumes. Please do not forward resumes to our jobs alias, Serrala employees or any other organization location. Serrala is not responsible for any fees related to unsolicited resumes.

We Are Serrala. We have grown from a small family-owned business into an ambitious, global FinTech with 30+ years of experience. We are hungry to evolve, reinvent ourselves and grow - standing still is not an option.

We Are Serralians. A diverse team of 700 + techies, finance and payment experts, creatives and business administrators in 15+ offices around the globe. We see ourselves as a global family that stays connected despite physical distance and celebrates the idea of community. #WeArePassionate #WeAreEmpowering #WeAreEnterprising #WeAreReliable