Description PayNearMe is the industry’s only platform that facilitates cash, debit, credit and ACH payments. With its great mobile experience, PayNearMe’s technology provides a simple way for businesses to collect payments through an intuitive, consistent experience for their customers. PayNearMe is the technology company that’s changing how payments are made. PayNearMe is a small, diverse, and collaborative company that loves to delight its customers (merchants, consumers, etc.) with simple, useful and practical product/service offerings. PayNearMe is a Silicon Valley technology company that’s in growth mode. Our Support team is looking to add a dynamic Technical Account Manager reporting to the Director of Support. We are part of the greater Customer Success organization, which is aligned to Product with the charter of managing the product and customer experience through the support lens. What you’ll own and be responsible for: Provide technical product support and help improve the customer experience. Drive the support queue, manage handoffs, escalations, defects, enhancements, and contribute to the team knowledge base. Zendesk email is the primary support channel. Phone and meetings are common along with potential for chat Work closely with internal stakeholders to resolve technical and business problems with minimum disruption to the consumer. Account Management, Merchant Services, Product, Engineering, Sysops, Finance, Compliance, Legal, and external partners. Manage periodic oncall duties and rare afterhours escalations. Be a trusted advisor and build relationships with PayNearMe’s most important merchants. Primary support contact receiving launch handoff from project team. Manage escalations, configuration changes, and advocate for product improvements. Manage ongoing advanced product configuration projects and release coordination to ensure merchant success. New product coordination, best practices, and tuneups. Business reviews, renewal support, support plans, and SLA adherence.
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