Customer Service Representative – Tech

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OpsArmy

WebsiteLinkedInAll Job Openings

51 - 200 employees

👥 HR Tech

💳 Fintech

🛍️ eCommerce

HR Tech • Fintech • eCommerce

OpsArmy is a fully managed HR service designed to help companies fill open roles and reduce payroll costs by hiring top international talent. It combines various HR functionalities including talent sourcing, payroll management, performance oversight, and career coaching, making it easier for businesses to scale efficiently. With a focus on providing skilled workforce solutions at lower costs and hassle-free onboarding, OpsArmy accelerates company growth while ensuring quality talent management.

📋 Description

• Provide technical customer support through Slack, Microsoft Teams, and Email • Investigate and resolve multi-step product and technical issues • Troubleshoot APIs, integrations, sync issues, and data discrepancies • Analyze workflows, logs, and other technical information to identify root causes • Support customers through complex troubleshooting while maintaining clear, professional communication • Investigate and resolve third-party integration and connectivity issues • Escalate complex issues appropriately and coordinate with internal technical and product teams • Maintain accurate and detailed support documentation and ticket records • Manage a high-volume support queue of approximately 800+ tickets per month • Work effectively within an asynchronous, distributed team environment • Take ownership of customer issues from initial investigation through resolution • Provide L1 and L2 technical support for a B2B SaaS product in the AI-native accounting and finance space

🎯 Requirements

• Proven experience supporting B2B SaaS customers • Experience providing technical customer support, troubleshooting, or product support • Strong technical understanding of APIs, SQL, integrations, debugging workflows, and log file analysis • Experience troubleshooting third-party integrations, synchronization issues, and data discrepancies • Strong investigative and problem-solving skills with a high level of ownership • Excellent attention to detail and ability to manage multiple issues simultaneously • Excellent written and verbal English communication skills • Ability to explain technical issues clearly to customers with varying levels of technical knowledge • Comfortable working asynchronously with distributed teams • Experience coordinating effectively with internal teams to resolve customer issues • Familiarity with Slack, Microsoft Teams, and Email as customer support channels • Experience with Pylon, Zendesk, or similar ticketing/support platforms • Ability to support US time zones (EST–PST) • Ability to scale coverage to overnight US coverage and international time zones • Preferred: experience with accounting, finance, accounts receivable (AR), or fintech workflows • Preferred: experience supporting products involving financial data or business-critical workflows • Preferred: experience working in dedicated or semi-dedicated support teams with strong customer ownership • Preferred: demonstrated employment stability, with an average tenure of 12+ months in previous roles • Preferred: experience working with Pylon specifically