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L1 Technical Support Engineer

Technical Services | Salt Lake City, UT | Full Time

Job Description

About Taulia:

Taulia is a fintech provider of working capital management solutions headquartered in San Francisco, California. Taulia helps companies access value tied up in their payables, receivables and inventory. A network of more than 2 million businesses use Taulia’s platform to determine when they want to pay and be paid. Taulia processes more than $500 billion each year and is trusted by the world’s largest companies including Airbus, AstraZeneca, Nissan and Vodafone. For more information, please visit www.taulia.com.

About the Job:

We are looking for an engaged, enthusiastic and bilingual L1 Technical Support Engineer to join our team here at Taulia. Customer success is our success and as a Level 1 Technical Support Engineer, you are the first point of contact for our customers for questions and issues with using Taulia systems. Support is provided through phone, web, email, chat and other channels as required in a timely and polite manner. All support activities and communication are thoroughly documented in a case management system. 

Responsibilities:

  • Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.

  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues.

  • Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.

  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

  • Provide prompt and accurate feedback to customers.

  • Ensure proper recording and closure of all issues.

  • Document knowledge in the form of knowledge base tech notes and articles.

  • Meet defined Service Level Agreements and Key Performance Indicators (defined as part of company’s goals setting process).

  • Resolving customer inquiries/issues through Phone, chat, and email communication channels during working hours.

  • Any other responsibilities and tasks given by the management, appropriate to the role.

  • Observe company policies and code of conduct.

  • Attend team and organization-wise meetings.

  • Track time (if required) thoroughly and duly.

Requirements:

  • Fluency in Spanish and English.

  • Some understanding of Information Systems at user and corporate level.

  • At least 1 year experience in a Helpdesk or Support Role.

  • Customer facing experience in a support based role.

  • Availability to work outside typical working hours if needed.

  • Excellent team player, self-managed and self-motivated.

  • Mature and professional demeanor, attitude, and approach.

Nice to Have:

  • Understanding of the Procure to Pay process.

  • Previous experience in B2B environment.

  • Previous work utilizing Salesforce or another Help Desk ticketing system is highly desirable.

  • Experience with SAP.

  • Familiarity with financial sector, finance terms and supply chain management.

  • Experience in the 'Enterprise World' working in an AR/AP function,.

  • Knowledge in IT processes and best practices (ITIL, CobIT).

Taulia is an Equal Opportunity Employer --Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age. 

If you don't think you meet all of the criteria above but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.