Incident Support Analyst I

Atlanta, GA, United States

Location

Work from home (Remote) or any of our US offices - Atlanta, GA; Minneapolis, MN; Naples, FL

The Company

Founded in June 2017, ConnexPay is a payments company creating game-changing technology that is transforming modern e-commerce. As an innovative financial technology and payments company, ConnexPay offers combined payment acceptance and issuance processes inside a single solution to enterprise corporations that provide intermediary services (such as travel agencies, ticket brokers, insurance and warranty claims, advertising buys, etc.). The company’s technology reduces payment risk and lowers the cost of payment acceptance. Through our people, ConnexPay is poised to become the industry leader in payments for industries historically viewed as high-risk to payment providers and sponsor banks.

ConnexPay is proud of our culture, where we focus on employee engagement and customer satisfaction. Here our people feel comfortable voicing their opinions, which helps us build a safe environment for all. We are customer focused and truly believe that behaviors drive our culture — and our culture drives our results — always working as one team to win.

Location

Work from home (Remote) or any of our US offices - Atlanta, GA; Minneapolis, MN; Naples, FL

The Company

Founded in June 2017, ConnexPay is a payments company creating game-changing technology that is transforming modern e-commerce. As an innovative financial technology and payments company, ConnexPay offers combined payment acceptance and issuance processes inside a single solution to enterprise corporations that provide intermediary services (such as travel agencies, ticket brokers, insurance and warranty claims, advertising buys, etc.). The company’s technology reduces payment risk and lowers the cost of payment acceptance. Through our people, ConnexPay is poised to become the industry leader in payments for industries historically viewed as high-risk to payment providers and sponsor banks.

In October 2022, ConnexPay announced a Series C funding led by FTV Capital , a sector-focused growth equity investor with more than two decades of experience in payments and financial services. This investment brings ConnexPay’s total funds raised to $145 million. In 2023, ConnexPay earned the Travel Innovator of the Year award at Phocuswright and was named to the Inc 5000 list of fastest-growing companies in America.

ConnexPay is proud of our culture, where we focus on employee engagement and customer satisfaction. Here our people feel comfortable voicing their opinions, which helps us build a safe environment for all. We are customer focused and truly believe that behaviors drive our culture — and our culture drives our results — always working as one team to win.

The Opportunity

We are looking for a passionate Incident Support Analyst who can combine technical knowledge with dedication to our customer success and support processes. The ideal candidate will be a point of contact to assist with customer support needs and Incident/Problem reporting and follow-up. The Incident Support Analyst will interact with both internal and external customers to help understand their issues and improve incident process workflows. The Incident Support Analyst will understand customer use cases and collaborate closely with customer success, product, and technical teams to improve and elevate Incident Management across the Company. Our goal is to build strong relationships with our customers by meeting or exceeding their expectations with an attitude of ownership, accountability, and a sense of urgency. To succeed in this role, the Incident Support Analyst will need to have strong communication skills and be passionate about learning and documenting new systems and procedures.

Key Responsibilities

Partner with our Customer Care and technical teams to support client Incidents and Procedures

Become a point of contact for our service desk platform to assist with Incident operations and processes

Assist in creating documentation around Incident Management for internal and customer use

Ability to communicate requirements via clearly written documentation guides and samples

Ability to assist with troubleshooting of customer issues, recording problems, and documenting findings

Self-starter with a strong and proactive work ethic and exceptional organizational skills

Qualifications

Associate degree or technical certificate in Business Operations, Project Management, Incident Management, or other related fields

1+ years of experience in Customer Support, Incident Management, Project Management, or a relevant role

Basic computer operation skills and familiarity with the Microsoft application suite or other applicable programs

Experience in financial service, technology, and/or professional services sector

Excellent written and verbal communication skills

Prior financial industry and/or payments experience, a plus

Desire to learn new systems and perform minor investigation tasks, a plus

Experience with the following is a plus: Atlassian stack (JIRA, Confluence, BitBucket)

Incident Management tools (JIRA, Confluence, OpsGenie)

Help Desk Software (FreshDesk, ZenDesk, ServiceNow, etc.)

Minor project management skills and documentation

Benefits and Perks

ConnexPay offers an attractive compensation package reflecting the scope of the role. Other benefits include:

Unlimited vacation: Take as much time off as you need.

Retirement savings: Immediate entry into 401(k) plan with company match.

Excellent benefits: Medical, dental, and vision insurance options, plus company-paid life and AD&D insurance.

Flexible work locations: Work from home, an office, or wherever you feel comfortable and productive.

Autonomy: You’ll enjoy independence and responsibility for your role.

Career advancement: Growth opportunities are endless at our successful, early-stage company.

EEO

ConnexPay is an Equal Opportunity Employer and does not discriminate against any employee or applicant because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Apply for This Position

Email *

First name *

Last name *

Phone number *

Were you referred to this job by a ConnexPay employee? If so, please list his or her name here. *

Attach Resume *

Attach Cover Letter

By clicking Submit Application, you are permitting us to contact you regarding your interest in this job opportunity. You also acknowledge that you've read our privacy policy and consent to our processing your data in accordance with our privacy policy.

#J-18808-Ljbffr