Analyst I, Product Technical Support

As a Product Technical Support Analyst I, you provide frontline technical assistance for customers using the Integrated Payables platform. In this hybrid role based in Jacksonville, you troubleshoot platform-related incidents, coordinate with internal teams to resolve issues, and keep clients informed with clear status updates, root causes, and solutions.

Responsibilities

• Provide frontline support for client questions, issues, and service requests.
• Troubleshoot and resolve platform-related incidents while meeting service level commitments.
• Coordinate with internal teams to investigate issues and drive resolution.
• Communicate timely status updates, including root causes and solutions, to clients.
• Deliver guidance, training, and best practices that help clients use the Integrated Payables platform effectively.

Requirements

• Ability to communicate clearly, professionally, and empathetically with clients.
• Strong verbal and written communication skills.
• Ability to identify root causes, investigate issues, and provide effective solutions.
• Critical thinking skills to handle complex payment and platform-related issues.
• Understanding of file processing, payment workflows, and system integrations is beneficial.
• Ability to learn and navigate payment platforms and support-related tools.
• Minimum 1-3 years of customer support, help desk, or client services experience.
• Experience using CRM or ticket management systems required.

Tools and Technologies

• CRM
• Ticket management systems
• GIACT
• Early Warning Services (EWS)
• LexisNexis
• Socure

Preferred Qualifications

• Experience with ACH payments, vendor onboarding, account verification, or financial risk management.
• Familiarity with fraud detection tools such as GIACT, Early Warning Services (EWS), LexisNexis, Socure, or similar platforms.
• Experience in fintech, payments, accounts payable automation, or banking operations.
• Experience supporting enterprise clients and managing escalations.

Work Schedule and Logistics

• Work hours: 9:00 AM - 6:00 PM, Monday - Friday
• Overtime: No
• Weekend work: Rarely
• Travel requirement: 0%
• Work arrangement: Hybrid
• Onsite schedule: Tuesdays, Wednesdays, and Thursdays

Education

• High School Diploma, GED, or equivalent required

Benefits

• A voice in the future of fintech
• Always-on learning and development
• Collaborative work environment
• Opportunities to give back
• Competitive salary and benefits

Position Details

• Position type: Full Time
• Location: Jacksonville Headquarters, Jacksonville, FL
• Work location: Jacksonville, FL (hybrid)