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Full-time
bachelor degree
Posted 7d ago
Apply by Aug 4
~40 hrs/week
Responsibilities
The L2 Application Support Engineer provides technical support to global teams and customers while resolving complex incidents and requests. They act as a customer advocate by reporting product improvements and facilitating the escalation of critical issues.
Requirements
Candidates must have a bachelor's degree in Computer Science or a related field and at least two years of experience in technical operations and customer data integration. Proficiency in Microsoft SQL Server, scripting, and various networking protocols is required.
Full job description
ARE YOU READY TO WORK AT PRIMEREVENUE?
The L2 Application Support Engineer is responsible for resolving customer issues in an efficient and effective manner. This person will work on requests, changes, and incidents based on client issues, using the documentation and procedures that are in place.
WHAT YOU GET TO DO
Provide technical Level 2 support and assistance to all Global Level 1 Customer Support teams
Work independently in addition to being a contributing member of a team that is distributed in multiple locations globally
Create relationships and collaborate with peers and managers to answer more complex customer questions
Provide technical support for customers/internal resources who use PrimeRevenue SCi Supplier products via phone, chat, or email
Learn and utilize specific software tools and problem-solving strategies to solve for customer issues and continuously improve PrimeRevenue Customer Support processes
Act as a customer advocate by reporting product improvements and enhancement requests and be able to own and drive resolution of customer issues, define resolution action plans, and follow through to case closure
Communicate problem resolution action plans and statuses to customers in a professional and timely manner and be able to own the support relationship
Provide innovative ideas to satisfy customer requirements in a fast-paced, highly energetic, fun and performance-driven culture
Facilitate the escalation of critical customer issues by coordinating activities among various groups and departments
Timely and appropriately escalate support issues with fully documented steps that have been followed to resolve the issue
Adapt communication style to match the customer’s needs. Diffuse emotional customer situations effectively and recognize when to escalate the matter
Work on assignments that are routine or semi-routine in nature. Follow standard practices and procedures
Write professional, succinct, and accurate emails and communicate verbally in a clear, concise, and understandable manner.
Work closely with other teams to improve the quality and accessibility of the products.
Act self-sufficiently to identify solutions despite high degrees of ambiguity and uncertainty
Understand and comply with work instructions, process documents and technology tools
Actively identify, contribute to, and facilitate business impacting continuous improvement efforts
Participate in all training activities
WHAT ARE WE LOOKING FOR?
Bachelor’s degree in Computer Science, MIS or related field
Minimum two years’ experience in a customer data integration and production environments
Minimum two years’ experience in a production technical operations environment
Minimum two years’ experience with Microsoft SQL Server and queries scripting
Proven ability to establish, develop, and manage relationships with cross-functional internal and external teams.
Demonstrated effective communication skills using different approaches such as phone, presentations, videoconference, and in person
Demonstrated ability to approach challenges with a "consultative” perspective
Demonstrated ability to identify the needs of the customer and define alternative solutions
Strong operational/technical skills – Microsoft SQL queries, scripting, and networking technologies
Application knowledge – Microsoft Office, SalesForce, Quest
Strong and advanced troubleshooting, discovery and listening skills
Financial services payment file formats/processing, a plus
Methodical approach to problem solving with strong attention to detail in a fast paced, deadline driven environment
Capable of working independently, but willing to ask for help when needed
Capable of quickly developing knowledge in other areas
Startup/high-growth technology firm experience is a plus
ABOUT PrimeRevenue:
PrimeRevenue is a global fintech provider specialising in supply chain finance that helps large businesses optimise their working capital. With 150+ employees across offices worldwide, including London, we work with clients across more than 30 currencies and process over $250 billion in payment transactions annually. We're a diverse, collaborative TEAM working on complex financial problems at scale, where each individual is valued and we believe curiosity drives great work and long-term growth.
Accelerating global commerce by streamlining B2B payments.
Industry
Financial Services
Company size
51-200 employees
Founded
2003
Headquarters
Atlanta, Georgia
LinkedIn followers
19,352
Total funding
$119M
Every day, we see first-hand how taking control of cash flow can transform a business. That’s why PrimeRevenue is passionate about streamlining early and on-time payments to eliminate friction in global supply chains. Whether it’s a small business using early payment as a catalyst for growth or an enterprise leveraging on-time payments to inject stability into the supply chain, we are proud to powerfully and positively impact global businesses of all sizes.
As a pioneer in empowering business growth, PrimeRevenue's platform processes more than $300 billion in payment transactions per year. Our global TEAMs in Atlanta, London, Prague, Hong Kong, and Melbourne are dedicated to helping organizations in 80+ countries efficiently fund strategic initiatives, gain a competitive advantage, and strengthen relationships throughout the supply chain.
We specialize in technology-enabled, data-driven solutions for on-time and early payments, including supply chain finance, dynamic discounting, and accounts receivable finance. Enterprise and mid-market companies around the world trust PrimeRevenue to provide sustainable and reliable solutions that equally benefit buyers and suppliers.
Backed by the “PrimeRevenue Promise,” transparency and longevity are the core of what we do. With more than 100 funding partners, PrimeRevenue connects our clients with the industry’s most diverse multi-funder network to ensure reliable, sustainable funding.
To learn why companies like Volvo, Co-op, and Boston Scientific trust us with their financial supply chain needs, visit www.primerevenue.com.
Offices: 600 Peachtree Street NW, Suite 4400, Atlanta, Georgia 30308, US · Na Příkopě 1096/21, Prague, Prague 110 00 Prague 1, CZ · 5 Ireland Yard, Blackfriars, England EC4V 5EH, GB · 23F, Heng Shan Bld., 141-145 Queen's Rd E, Wan Chai, Hong Kong, China, CN
Accelerating global commerce by streamlining B2B payments.
Industry
Financial Services
Company size
51-200 employees
Founded
2003
Headquarters
Atlanta, Georgia
LinkedIn followers
19,352
Total funding
$119M
Every day, we see first-hand how taking control of cash flow can transform a business. That’s why PrimeRevenue is passionate about streamlining early and on-time payments to eliminate friction in global supply chains. Whether it’s a small business using early payment as a catalyst for growth or an enterprise leveraging on-time payments to inject stability into the supply chain, we are proud to powerfully and positively impact global businesses of all sizes.
As a pioneer in empowering business growth, PrimeRevenue's platform processes more than $300 billion in payment transactions per year. Our global TEAMs in Atlanta, London, Prague, Hong Kong, and Melbourne are dedicated to helping organizations in 80+ countries efficiently fund strategic initiatives, gain a competitive advantage, and strengthen relationships throughout the supply chain.
We specialize in technology-enabled, data-driven solutions for on-time and early payments, including supply chain finance, dynamic discounting, and accounts receivable finance. Enterprise and mid-market companies around the world trust PrimeRevenue to provide sustainable and reliable solutions that equally benefit buyers and suppliers.
Backed by the “PrimeRevenue Promise,” transparency and longevity are the core of what we do. With more than 100 funding partners, PrimeRevenue connects our clients with the industry’s most diverse multi-funder network to ensure reliable, sustainable funding.
To learn why companies like Volvo, Co-op, and Boston Scientific trust us with their financial supply chain needs, visit www.primerevenue.com.
Offices: 600 Peachtree Street NW, Suite 4400, Atlanta, Georgia 30308, US · Na Příkopě 1096/21, Prague, Prague 110 00 Prague 1, CZ · 5 Ireland Yard, Blackfriars, England EC4V 5EH, GB · 23F, Heng Shan Bld., 141-145 Queen's Rd E, Wan Chai, Hong Kong, China, CN