• Provide first-line technical support to customers via phone, tickets, and live chat • Support Danish and English speaking customers across multiple communication channels • Engage with customers clearly, professionally, and with empathy • Identify what the customer is trying to achieve and determine the nature of the issue • Gather relevant information, including the steps already taken by the customer • Attempt to reproduce reported issues where appropriate • Analyse symptoms and, where possible, identify the underlying problem • Provide relevant troubleshooting steps, guidance, or solutions • Direct customers to suitable help articles or product documentation • Communicate clearly and follow up with customers until issues are resolved or escalated • Escalate unresolved or more complex issues to second-line support with accurate notes and supporting detail • Monitor for and proactively identify potential or emerging customer-impacting issues • Participate as an active member of the regional and wider global support team • Share recommendations for improving customer experience, internal processes, and support quality • Stay up to date with product, process, and operational communications that impact the support organisation

Role Description A career with Gravity Payments is an opportunity to be on a collaborative team where creative leadership, passion for progress, and responsibility are paramount. Our team members focus and commit to providing for our clients and our community because we care deeply for others. We're looking for a tech-savvy, eager learner who is looking to not only provide excellent support for our clients but to develop a career in a progressive financial tech field. Utilizing your professional fluency in both English and Spanish, you'll support clients over the phone and by email to troubleshoot technical issues and build positive relationships, in addition to providing support to our sales team. As a Bilingual Technical Support Analyst, you will be the technical interface to merchants, point of sale systems, and credit card processors for the resolution of problems related to the installation, recommended maintenance, and use of Gravity Payments products and services. You should have: - An understanding of all Gravity Payments products in their competencies. - In-depth knowledge of several products and/or platforms. - Experience in multiple platforms and the ability to complete assigned duties with minimal direction from management. Success in this role looks like: - A high level of accountability and merchant-minded team focus. - Striving to apply the same level of respect to our team as well as our merchants. - A consistent will to learn and progress through complex situations. - A high level of communication and collaboration to seek out fast and firm resolutions to ensure success for our teams and merchants. Core Responsibilities - Provide proactive, seamless customer support in partnership with other internal departments and external vendors when deemed necessary. - Provide professional, courteous and prompt technical support for assigned complex system level software products. - Exercise judgment within broadly defined procedures in selecting methods, techniques, and evaluation criteria for obtaining results. - Effectively manage customer escalations associated with complex problems to achieve a high level of customer satisfaction. - Respond to customer inquiries with a high degree of professionalism. - Responsible for updating internal documentation regarding technology, troubleshooting, or software updates when needed. - Actively participate in product discussions, working closely with senior members of the team to optimize the customer experience. - Author and maintain product support collaterals as needed to enhance product adoption and usage, including FAQs, Technical Tips, technical/functional specifications, etc. Qualifications - Flexibility to work outside of normal business hours, including after-hours and weekends. - Applicable Bachelor’s degree and 1-3 years related experience, or equivalent combination of education and experience. - Experience in a high-volume customer service environment providing world-class service. - Proven technical skills used to troubleshoot networking, Windows products, and iOS systems. - Working knowledge of Salesforce or similar CRM software. - Excellent interpersonal skills: able to forge strong working relationships with internal and external customers. - Professional, enthusiastic presence with the ability to effectively work independently and as part of a team. - Strong multi-tasking and prioritization skills, focusing on accuracy and on-time delivery. - Strong verbal and written communication skills. - Strong analytical skills (system analysis, troubleshooting, etc.). - Strong focus on learning, with the ability to share knowledge and quickly learn and adapt to change. Requirements - Must have access to a wired internet connection. - Must have access to at least a 25 megabits per second (mbps) download and 20 mbps upload speed connection. - Must be able to use a Windows Based PC. - Fluent in Spanish, with the ability to read, write, and speak proficiently to effectively communicate and engage with Spanish-speaking merchants. Benefits - Compensation: Competitive wage with Profit Sharing. Base pay without commissions and a unique opportunity to earn a share in company success. - Comprehensive Benefits: Medical, dental, and vision coverage. - Financial Security: 401(k) retirement plan and voluntary life insurance. - Wellbeing: Time off when you need it, supporting both personal and professional sustainability. Open PTO available after one year. - Career Growth: Training, mentorship, and development opportunities. - Support & Stability: Short-term & long-term disability coverage and wellness resources. The salary for this position is $80,000-$85,000. We may be open to negotiating outside of this range if the desired salary aligns with the needs of the candidate and the company. Gravity Payments is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity/expression, age, disability status, protected veteran status, or any other characteristic protected by law. Gravity Payments collects and processes personal data in accordance with applicable data protection laws. If you are a California Job Applicant see the privacy notice for further details.

• Conduct in-depth evaluations of Premium Support interactions in English and/or German to ensure strict adherence to premium-tier service standards. • Refine and enhance quality scorecard frameworks based on emerging trends and insights. • Identify service gaps and areas for improvement, ensuring a seamless, proactive and anticipatory support experience for premium guests and hosts. • Ensure that all Premium Support interactions align with Premium Support Principles, exceed expectations of high-net-worth clients, and reflect luxury concierge service standards. • Provide data-driven insights and quality analytics to Premium Support Leadership to help optimize performance.

• Be the technical anchor for your customers • Build deep familiarity with each customer's environment, goals, and constraints • Participate in architecture reviews, planning sessions, and Business Reviews alongside Customer Success Managers • Help customers translate their network management goals into NetBox workflows and adoption paths • Serve as the bridge between what customers need and what the product can do • Own technical issues end-to-end • Diagnose, reproduce, and resolve issues across installation, configuration, integrations, plugins, and upgrades • Manage the full post-sale technical lifecycle: onboarding, version upgrades, and ongoing deployment health • Meet SLAs for response and resolution while keeping customers informed throughout • Escalate proactively when revenue, stability, or customer trust are at risk • Make the team and product better • Surface customer feedback and feature requests to Product with enough context to be actionable • Build runbooks and troubleshooting guides that reduce repeat escalations • Identify patterns in support volume and propose improvements to process or product • Collaborate with TechOps on deep technical escalations and custom customer needs