The Role
About PayJoy
PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the lowest cost and qualify the most customers in the industry. As of 2024 we have brought billions of dollars in credit to 12 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.
This role
The Technical Support Partner is responsible for delivering technical assistance and support to customers, resolving technical issues ensuring a positive customer experience; and collaborating with cross-functional teams to resolve issues and test upcoming products.
Responsibilities
- Provide technical guidance on product usage and efficiency.
- Diagnostic and troubleshoot technical problems that customers or customers experience team’s encounter while using a product or service.
- Measure the impact of the incidents on our customers, Partners and Products. Conduct research to identify and implement solutions to complex technical problems, document and escalate issues in case.
- Collaborate with other teams, such as Engineering or Product Management, to identify and implement product improvements.
- Test and evaluate new products and services to ensure they are functioning properly and meet customer needs.
- Build APIs for real-time data delivery, take ownership of feature sets
Requirements
- Bachelor's or Master's in Computer Science or related field.
- 3-4 years of experience in financial technology services, testing mobile or web applications.
- Strong technical knowledge SQL Query, Testing Mobile or Web applications, support tools such as ticketing systems, communication platforms, and knowledge management systems (e.g., JIRA, Slack, Confluence) with understanding of Support Integrations (API, webhook or others); but, should be able to adapt to changing customer needs and technologies, and be willing to learn new skills.
- Analytical and problem-solving skills to analyze complex technical problems and identify effective solutions in a timely manner.
- Excellent communication skills with customers and colleagues, both verbally and in writing.
- Excellent customer service and have the ability to empathize with customers and understand their needs.
- Team player to collaborate effectively with other members of the support team as well as with other departments such as engineering, product management, and sales.
Benefits
- 100% Company-funded Health and Dental insurance for employees and immediate family members
- Life insurance
- Indefinite-term contract
- 20 days of vacations
- Phone finance, Headphone, home office equipment and fitness perks.
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
PayJoy Principles
Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening
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The Company
What We Do
PayJoy's mission is to deliver access to credit to the next billion people in emerging markets worldwide. Our unique mobile security technology gives customers the ability to afford their first smartphone on credit, using the phone itself as collateral, and then provides further access to credit to help weather life's unexpected financial surprises and climb the ladder of economic well-being.
Founded in 2015, today PayJoy has reached millions of customers in a dozen countries around the globe, including Mexico, Brazil, Colombia, India, Kenya, and South Africa, and is on a strong growth path with support from major industry partners to bring credit to the next billion emerging consumers.
