Technical Support Specialist

As a Technical Support Specialist, you’ll combine your strong technical aptitude, exceptional communication skills, and creative problem solving to assist Affirm’s client partners throughout their relationship with Affirm. You will serve as a technical support representative, providing technical support for the Affirm solution to our growing network of online client partners. You will work cross-functionally with Affirm’s Sales, Client Success, Operations, and Engineering teams to provide clients with quick solutions, troubleshoot account issues, and build internal processes that scale. Additionally, you will be the primary contact for our client partners and their technical teams as they implement the Affirm solution. During the implementation process you will be responsible for training client customer service and sales associates.

WHAT YOU'LL DO

  • Launch merchant partners, troubleshoot technical issues, and build scalable business processes
  • Work closely with engineers to resolve technical issues, and provide high touch proactive support to client partners
  • Coordinate closely with internal teams to define, enforce and maintain SLAs
  • Build scalable business processes, identify areas to improve operational efficiencies, and reduce internal support costs
  • Drive client communication and new feature/product email updates
  • Develop detailed technical documentation, both internal and external 
  • Develop product feature requests based on client feedback in a data driven approach

WHAT WE LOOK FOR

  • Minimum of 4 years of experience
  • Passion and drive to change consumer banking for the better
  • BA/BS degree in business/technology, or equivalent technical experience
  • Related industry experience with a background in enterprise software technology and e-commerce platforms
  • Action-oriented with excellent organizational, project management, and written and verbal communication skills
  • Proven ability to manage multiple assignments simultaneously, work independently and drive projects to completion with minimum guidance and high attention to detail
  • Experience providing high touch support to enterprise clients
  • Experience working with APIs
  • Experience with Magento, Shopify, WooCommerce or other large e-commerce platforms
  • Basic knowledge of Salesforce or other CRM experience


Meet Some of Affirm's Employees

Helen H.

Software Engineer

Helen translates real-world customer problems into code, which in turn builds the services that Affirm offers customers. She also participates in advocating for young professionals in technology.

Fabiola C.

Business Development Associate Manager

Fabiola makes sure the Sales Team is engaged and motivated by working with Marketing and Sales Operations to ensure Affirm has the right monitoring in place. She also serves as a lead on the Diversity and Inclusion Council at Affirm.


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