Software Support Analyst, Tyler Payments

Description

We are seeking a Software Support Analyst to provide high-quality troubleshooting and resolution for our custom or proprietary payment platform. This role is crucial in identifying and resolving customer needs while also driving process and product improvements to enhance platform efficiency and user experience. The ideal candidate is detail-oriented, proactive, and committed to continuous improvement in support processes and payment operations.

Responsibilities

• Serve as the primary point of contact for customers experiencing payment-related issues, ensuring timely resolution and a seamless experience.
• Troubleshoot transaction failures, payment processing discrepancies, and operational challenges, escalating complex issues when necessary.
• Identify recurring issues and work closely with internal teams (product, engineering, and operations) to recommend and implement process improvements that enhance platform performance and customer experience.
• Analyze support trends to proactively address common issues and propose product enhancements that improve system usability and efficiency.
• Collaborate with the product and development teams to refine payment workflows and optimize user interactions.
• Maintain and improve documentation, including troubleshooting guides, FAQs, and an internal knowledge base, to enhance team efficiency and customer self-service capabilities.
• Monitor and track key support metrics to assess platform performance and user pain points.
• Assist in testing new platform features, updates, and process changes to ensure they align with user needs and expectations.
• Ensure adherence to compliance standards, security best practices, and payment industry regulations.

Qualifications

• 2+ years of experience in customer support, application support, or troubleshooting within a payment, fintech, or financial services environment.
• Strong analytical and problem-solving skills with a focus on root cause analysis and continuous improvement.
• Ability to assess and refine support processes to improve efficiency and reduce recurring issues.
• Excellent communication skills, both written and verbal, with the ability to translate customer feedback into actionable improvements.
• Experience working with ticketing systems similar to Zendesk or Jira to track, categorize, and analyze support requests.
• Familiarity with payment processing systems, including gateways, refunds, chargebacks, and reconciliation workflows.
• Proactive mindset with a passion for improving customer experiences and product usability.
• Ability to collaborate cross-functionally with engineering, product management, and customer success teams.
• Experience in process optimization or customer experience improvements in a fintech, banking, or SaaS environment.
• Knowledge of compliance requirements such as PCI-DSS and fraud prevention best practices.
• Exposure to reporting tools or analytics platforms for tracking payment trends and support metrics.

Physical Requirements

This position will require you to sit at a desk and routinely use a personal computer, keyboard, mouse, etc. for prolonged periods of time.

Join our team and lead the way in providing exceptional customer support while building a positive and dynamic work environment. Together, we will drive our organization towards greater success and customer satisfaction.