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Hybrid Technical Support Analyst na Payjoy

Payjoy · Bogota, CO, Estados Unidos Da América · Hybrid

SQL

Slack Communication and Collaboration

Microsoft Excel

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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 2025 we have brought billions of dollars in credit to 15 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.

This role

The Technical Support Analyst is responsible for resolving a variety of major technical issues, assistance and support to PayJoy's customers, ensuring a positive customer experience, as well as to help test upcoming PayJoy products.


Responsibilities
  • Respond to the customer's experience team’s technical questions, diagnosing.
  • Serve as an escalation point for complex customer issues that customers encounter with products or services.
  • Provide technical guidance on how to use a product or service effectively and efficiently.
  • Conduct research to identify and implement solutions to complex technical problems.
  • Collaboration with Customer Service, Product, Engineering, and Operations teams to ensure seamless support integration and  timely resolution of customer issues.
  • Test and evaluate new products and services to ensure they are functioning properly and meet customer needs.


    • Requirements
  • Bachelor's in Computer Science or related field.
  • 1-2 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, Zendesk) with  basic understanding of API fundamentals; 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
  • *Local benefits will depend of the country of hiring*
  • 100% Company-funded Health and Dental insurance for employees and immediate family members.
  • 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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