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Tech Support Agent

BetterCharge

Remote · location unlistedFull-timePosted 1y agoStill listed 4 days ago

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At a glance

Compensation
No compensation found
Location
Remote · location unlisted
Schedule
Full-time
Work Authorization
Not specified

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Job overview

BetterCharge is hiring a Tech Support Agent. BetterCharge is seeking a Support Agent to be the primary point of contact for partners and merchants, troubleshooting issues and explaining product behavior. This role involves close collaboration with product and engineering teams to provide feedback, identify bugs, and enhance the support experience. The ideal candidate will possess strong attention to detail, clear communication skills, and a solid technical understanding of the platform.

Key focus areas include Respond to support requests from partners and merchants via email or ticketing system, Troubleshoot technical issues and coordinate with engineering as needed, and Document and maintain internal support resources and knowledge base.

Successful candidates bring 2+ Years Technical Support Experience. Important skills include Attention To Detail, Clear Communication, Technical Understanding, Communication, Troubleshooting, and API. Preferred (not required): Fintech, Payments, and Working With B2B Partners.

Skills & qualifications

RequiredNice to have

Skills

Attention to DetailClear CommunicationTechnical UnderstandingCommunicationTroubleshootingAPIPayment FlowsSaaS ToolsZendeskIntercomFreshdeskHighly OrganizedDetail-OrientedSelf-StarterService-First MindsetWork IndependentlyFintechPaymentsWorking With B2B Partners

Qualifications

2+ Years Technical Support Experience2+ Years Customer Service Experience

Full job description

Job description BetterCharge is redefining how the world handles failed payments. We help merchants recover revenue lost to declined card transactions—intelligently and automatically.

As a Support Agent, you’ll be the front line of communication with our partners and merchants. You’ll troubleshoot issues, explain product behavior, and make sure users feel supported and heard. This role requires strong attention to detail, clear communication, and a solid technical understanding of how our platform works. You’ll work closely with product and engineering to surface feedback, identify bugs, and help shape a better support experience as we grow.

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Job responsibilities

  • Respond to support requests from partners and merchants via email or ticketing system
  • Troubleshoot technical issues and coordinate with engineering as needed
  • Document and maintain internal support resources and knowledge base
  • Flag recurring issues, bugs, and product feedback to the appropriate teams
  • Help design and improve support processes and automations
  • Ensure a friendly, helpful, and professional tone in all interactions
  • Track support metrics and contribute to SLAs and service quality Job requirements
  • 2+ years of experience in technical support, customer service, or similar
  • Excellent written communication and troubleshooting skills
  • Basic understanding of APIs, payment flows, or SaaS tools
  • Comfort navigating ticketing systems like Zendesk, Intercom, or Freshdesk
  • Highly organized and detail-oriented
  • Self-starter with a service-first mindset and ability to work independently
  • Bonus: experience in fintech, payments, or working with B2B partners ‍

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