Senior Technical Support Specialist
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Job Description
Senior Technical Support Specialist troubleshooting ERP integrations, payment processing, and accounting issues. Supporting Versapay’s B2B accounts-receivable platform customers alongside Product, Engineering, and Customer Success teams.
Responsibilities:
- Provide advanced functional and technical support for customers using Versapay's ERP integrations
- Troubleshoot complex integration, payment processing, and accounting-related issues
- Partner with Product, Engineering, Customer Success, and Implementation teams
- Deliver exceptional customer experiences
- Own and escalate cases effectively
- Meet customer satisfaction, SLA compliance, response-time, first-contact, and resolution-time targets
- Maintain quality and accuracy of case resolutions
- Build customer relationships and respond to customer feedback
- Contribute to knowledge base articles and process improvements
- Collaborate with cross-functional teams to support customers and product improvements
Requirements:
- 3+ years of hands-on experience working with ERP systems in a functional, consulting, implementation, or technical support capacity
- Experience with one or more ERP platforms, such as NetSuite, Sage Intacct, Microsoft Dynamics 365 Business Central, Microsoft Dynamics Finance & Operations, Acumatica, SAP Business One, or other enterprise ERP solutions
- Bachelor's degree in Accounting, Finance, Business Administration, Economics, Information Systems, or a related field
- Strong understanding of accounting principles and core ERP business processes, including Order-to-Cash (O2C), Procure-to-Pay (P2P), Record-to-Report (R2R), Accounts Receivable, General Ledger, and Financial Reporting
- Demonstrated ability to troubleshoot complex ERP issues and provide customer-focused solutions
- Experience supporting ERP customers in a technical support or customer care environment
- Strong analytical, problem-solving, and critical thinking skills
- Excellent written and verbal communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Experience using customer support platforms such as Salesforce, Zendesk, Intercom, Jira, or similar ticketing systems
- ERP certifications are highly desirable
- Experience supporting payment integrations, APIs, middleware, or financial technology (FinTech) solutions
- Familiarity with ERP workflows, automation, reporting, and customization tools
- Experience with SQL, REST/SOAP APIs, integration troubleshooting, or data synchronization concepts
- Understanding of ERP customization frameworks such as SuiteScript, Power Platform, Business Central extensions, or Sage customization tools
- Experience mentoring teammates or serving as a subject matter expert
Benefits:
- Opportunities for professional development and career growth
- Equal opportunity employer committed to diversity and non-discrimination
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