Technical Customer Support Analyst
The Technical Customer Support Analyst serves as a frontline technical support resource for customer and internal issues submitted through the APRO helpdesk. This role is responsible for troubleshooting problems, managing ticket resolution within service levels, validating fixes, and ensuring timely, professional communication with customers and internal stakeholders.
The position also supports release readiness, system setup changes, documentation, issue escalation, and customer-specific configuration needs in partnership with consultants, development teams, and management.Responsibilities
- Manage technical support tickets from intake through resolution in line with SLA commitments and support procedures.
- Troubleshoot application and configuration issues, validate fixes, and confirm successful outcomes.
- Provide clear, timely updates to customers and internal teams regarding issue status, resolution steps, and next actions.
- Partner with development, consultants, and leadership on escalations, releases, and continuous service improvement.
Tasks
- Receive, log, prioritize, and manage helpdesk tickets from customers and internal teams, including accurate case documentation and time tracking.
- Investigate and resolve application, setup, and environment-related issues within established service levels.
- Communicate issue status, required actions, and resolution details clearly to customers and cross-functional teams.
- Create and execute test scenarios to validate bug fixes, enhancements, and new development before closure or release.
- Support software releases by performing testing, updating documentation, and coordinating customer communications.
- Escalate complex issues appropriately and provide complete diagnostic details to development or other internal teams.
- Maintain customer-specific configurations and approved processing formats as required.
- Identify recurring issues, support trends, and improvement opportunities that can enhance service quality and customer experience.
Requirements
- Minimum HBO-level education or equivalent experience in technical support, customer support, or a related field.
- Strong troubleshooting, problem-solving, and case management skills.
- Strong written and verbal communication skills with the ability to support both customers and internal teams.
- Proficiency in both English.
Work and Physical Requirements
This position will be Hybrid (office & remote). Working in an office environment may require prolonged sitting, work in an air-conditioned environment, ability to work with others at various noise levels and ability to lift up to 30 pounds or 15 kg.
Other Duties
This job description is not intended to be a complete list of responsibilities. Other duties may be assigned by management that may reasonably fit in the scope of job.
Equal Employment Opportunity Statement
PairSoft is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
About the Company
We are a global team of innovators and advocates transforming how financial data is captured, stored, and manipulated with our comprehensive suite of automation technology. Our platform seamlessly integrates with your existing ERP for an unrivaled end-user experience. We do the heavy lifting so accounting, procurement, and fundraising teams can do their best work.
PairSoft’s aspires to be the strongest procure-to-pay platform for the mid-market and enterprise, with close integration to Microsoft Dynamics, Blackbaud, Oracle, SAP, Acumatica and Sage ERPs.
At PairSoft, we are passionate about innovation, transparency, diversity, and advocating on behalf of our customers and communities we support. We offer exciting career opportunities and a collaborative culture that allows individuals to learn, grow, and create meaningful impact. We are expanding and seeking team players who are eager to jump in and contribute to our rapid growth!
PairSoft is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status or any other protected status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please email us at: careers@pairsoft.com.
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