Senior Technical Support Specialist

Overview of Role

We are seeking a Senior Technical Support Specialist to join the Versapay Customer Care team. In this role, you will provide advanced functional and technical support for customers using Versapay's ERP integrations, including platforms such as NetSuite, Sage Intacct, Microsoft Dynamics (Business Central & Finance), and other ERP solutions. You will troubleshoot complex integration, payment processing, and accounting-related issues while partnering with Product, Engineering, Customer Success, and Implementation teams to deliver exceptional customer experiences. This role is ideal for a customer-focused ERP professional with strong accounting knowledge, excellent troubleshooting skills, and a passion for solving complex business and integration challenges.

Qualifications:

• 3+ years of hands-on experience working with ERP systems in a functional, consulting, implementation, or technical support capacity.
• Experience with one or more ERP platforms, such as:
  • NetSuite
  • Sage Intacct
  • Microsoft Dynamics 365 Business Central
  • Microsoft Dynamics Finance & Operations
  • Acumatica
  • SAP Business One
  • Other enterprise ERP solutions
• Bachelor's degree in Accounting, Finance, Business Administration, Economics, Information Systems, or a related field.
• Strong understanding of accounting principles and core ERP business processes, including:
  • Order-to-Cash (O2C)
  • Procure-to-Pay (P2P)
  • Record-to-Report (R2R)
  • Accounts Receivable
  • General Ledger
  • Financial Reporting
• Demonstrated ability to troubleshoot complex ERP issues and provide customer-focused solutions.
• Experience supporting ERP customers in a technical support or customer care environment.
• Strong analytical, problem-solving, and critical thinking skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience using customer support platforms such as Salesforce, Zendesk, Intercom, Jira, or similar ticketing systems.
• ERP certifications are highly desirable.

Preferred Qualifications

• Experience supporting payment integrations, APIs, middleware, or financial technology (FinTech) solutions.
• Familiarity with ERP workflows, automation, reporting, and customization tools.
• Experience with SQL, REST/SOAP APIs, integration troubleshooting, or data synchronization concepts.
• Understanding of ERP customization frameworks (e.g., SuiteScript, Power Platform, Business Central extensions, Sage customization tools, etc.).
• Strong organizational skills with exceptional attention to detail.
• Customer-first mindset with a proactive approach to problem-solving.
• Experience mentoring teammates or serving as a subject matter expert.

Success Metrics

Success in this role will be measured by:

• Customer Satisfaction (CSAT)
• SLA compliance and response times
• Time to First Contact (TFC)
• Time to Resolution (TTR)
• Quality and accuracy of case resolutions
• Effective case ownership and escalation management
• Customer feedback and relationship building
• Contribution to knowledge base articles and process improvements
• Collaboration and support across cross-functional teams

Why Join Us?

• Work alongside talented professionals supporting enterprise ERP solutions.
• Solve complex technical and business challenges that make a meaningful impact on customers.
• Collaborate with Product and Engineering teams to influence product improvements.
• Opportunities for professional development and career growth.
• Be part of a customer-focused team committed to delivering exceptional service and continuous innovation.