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IT & Customer Support Specialist

We are seeking IT & Customer Support Specialists to propel Yooz’s rapid global growth.

Dallas, TX

Published on March 5, 2021

If you’re intrigued by innovation, love the art of delivering excellence to customers, and are inspired by a work hard / play hard team environment – keep on reading!

Software is developed to solve business challenges. While technology providers have rallied to bring more efficiency to most areas of a business, via software, Accounts Payable (AP) processes have been highly ignored. Bottom line, most mid-size organizations pay their glut of invoices no different than they did 30 years ago. Lots of paper, a room full of people, manual opening and review of each envelope, the painstaking monotony of typing invoice data into accounting systems, and then chasing down Joe or Sue to approve payment (yuck). Yooz has applied the latest in innovative cloud technologies to tackle that age-old challenge and bring maximum financial and process efficiencies to our customer’s AP process. Yooz is modern AP built on innovative AI technologies.

  • Your Mission

    The IT & Customer Support Specialist maintains the highest level of satisfaction with customers using the Yooz platform and is responsible of supporting the Yooz internal IT. You’ll know you’re kicking butt in this role when you regularly exceed at customer satisfaction and are having a blast along the way. Please apply if you are passionate about making a difference in an organization and making customer’s say Wow!

    The IT & Customer Support Specialist’s responsibilities are split into 2 main missions. First, the IT & Customer Support Specialist is frontline in making sure our customer remains satisfied after being onboarded and activated on the Yooz AP automation platform. It is the responsibility of the IT & Customer Support Specialist (CSS) to keep driving user adoption and success with the Yooz customers. Their responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities.

    Then, the IT & Customer Support Specialist helps computer system users and maintain Yooz internal IT. This may be with hardware, such as computers, printers, or handheld devices or it may be with software programs. The IT & Customer Support Specialist makes sure that every Yooz employee has an operational IT equipment.

  • Your Responsibilities

    Customer Support

    • Perform advanced analysis and diagnosis to understand technical issues and answer questions through email, phone, screen share calls or live chat.
    • Resolve technical problems which may require configuration and/or development (Groovy, SQL).
    • Ensure 100% retention by delivering stellar customer support after clients are live on the Yooz platform to create Yooz advocates.
    • Learn from customer interactions to help enhance customer experience.
    • Develop best practices, tips and training scripts for customers on proper use of program.
    • Identify early symptoms, patterns and solutions for upcoming technology challenges.
    • Input relevant technical issues & enhancement requests into tracking software.
    • Assist with testing of future releases including enhancements and bug fixes.
    • Contribute to team meetings with appropriate content, views and suggestions.
    • Use creativity to showcase best practices to the rest of the team.
    • Lead by example, with nothing being too detailed or hands-off.

    Internal IT

    • Manage the IT onboarding process: setup new computers, train new hires regarding the IT process, help users with their first connections, make sign the hardware IT equipment form, set up office’s access with OpenPath, make sure the new hires are well equipped and up to use their IT equipment, etc.
    • Assist the users and respond to any technical requests and outages, troubleshoot issues in a timely manner, provide expertise and advice on appropriate use, manage the internal ticketing system, update the status of each ticket as they successfully assist each user with their issues.
    • Monitor IT equipment in the office (printer, internet, Wi-Fi access, etc.), be responsible for their maintenance and operation, replace the equipment if needed.
    • Keep current systems updated and running smoothly, upgrade the system and its components when the need arises.
    • Create content about internal IT processes, write documentations and recommendations.
  • Requirements
    • A Bachelor’s degree is required.
    • 1 or 2 years of experience supporting a platform in a tier 1 or tier 2 role and/or experience in managing Software support tickets in a queue AND 1 or 2 year as an IT Support Specialist (experience in troubleshooting common IT problems).
    • Sufficient background to understand the technologies and technical issues involved with Yooz platform and to anticipate, identify, and manage resolutions of critical obstacles.
    • Knowledge of Accounts Payable is a plus.
  • Skills
    • Excellent interpersonal, oral/written communication and organizational skills.
    • Proven ability to multi-task and establish priorities.
    • Knowledge of scripting language such as Javascript, Groovy or equivalent.
    • Knowledge of web services (HTTP, REST, OAuth, Json, XML, CSV).
    • Knowledge of SQL language.
    • Business athlete and aggressive team player - hungry, nimble and intelligent.
    • Ability to work in a start-up mode: dynamic, fast growing, international.
    • Self-motivated, positive, proactive and innovative style.
    • French & Spanish fluency is a plus.

  • Benefits
    Yooz cares about people and centers on its employees, values and vision. Yooz strives to provide a collaborative environment where each person feels encouraged to contribute to the company's success. Here are some benefits and assets the company offers:
     
    • Competitive base + performance-based bonuses
    • Generous paid time off and paid holidays
    • Health, dental & vision insurance for the entire family starting your 1st full month
    • Group life insurrance
    • 401(k) plan
    • Awesome work environment (open space, kitchen, free snacks, break room with TV and Wii games, a nice gym, etc.)
    • Bi-monthly 'happy hours'
    • Amazing quarterly team events and activities
    • Great work-life balance

Are you interested in this opportunity ?


If interested in joining a young company growing at a blistering pace, in an awesome workplace environment, selling a cutting-edge cloud technology, we’d like to hear from you! Simply email a resume to human.resources@us.getyooz.com and we’ll talk soon.