Platform Technical Support Advisor

Job Title: Platform Technical Support Advisor

Reporting to: Engineering Director

Location: Atlanta, Georgia, United States

Who we are and why we exist

At Liberis – merchants matter most! We’ve been on a mission to provide small and medium businesses (SMEs) with accessible and responsive finance since 2007. SMEs account for most businesses worldwide and are critical contributors to job creation and global economic development. They represent about 90% of businesses and more than 50% of employment worldwide. Despite this, more than three quarters (77%) of SME businesses last year were unable to secure the traditional bank financing they desperately needed to grow and thrive. This has created a $5 trillion funding gap for SMEs globally.

That’s where Liberis steps in! To best help small businesses, Liberis has built the leading global embedded finance platform. Through this, Liberis provides partners with the technology and financial solutions necessary to offer personalised and accessible funding to their small business customers.

To date with ~20 global strategic partners and direct reach to more than 1 million small businesses, Liberis has provided $1 bn of funding in over 50,000 transactions, enabling more than 100,000 jobs to be created and saved. We are making a genuine difference to your local pub, hairdresser and online retailer!

We are in a very exciting period of growth, in the UK and internationally, with teams based in London, Nottingham, Stockholm, Atlanta, Munich and remotely. We are looking for talented and ambitious individuals to help us reshape business finance. How we work is as important to us as what we do – exemplified by our behaviours:

#1 Merchants matter most – our success is tied to our merchants' success

#2 Act like time is running out – the fastest company in a growing market will win

#3 Own every outcome – the hardest problems we face are yet to be solved

#4 Communicate directly – we don’t have time to beat around the bush

#5 Prove it - every feature we build, decision we make and action we take, matters

#6 Empathy always - Liberis wins when every employee thrives

If our mission and behaviours resonate – get in touch!

Who are you? (The role)

This position is suitable for somebody who is early or new to their career in tech, or who is looking to switch careers into a scaleup tech company.

You are an exceptionally organized and driven person. You never just sit still when something seems blocked, and you make sure your tasks are always completed to a very high standard.

Even though you aren’t a programmer, you are someone who can really get into the details of how a software system works for its end users, and help others understand too. You are probably a power-user of some of the software systems you use in your current job or your day-to-day life. People probably come to you when they can’t figure out how to make a software system work the way they want to!

You are a strong logical thinker and a problem solver, which means that when something goes wrong you will be able to get it to the right team of Engineers, and help them understand exactly what is going on.

You will be talking directly to important clients, as well as internal stakeholders, so your written and verbal communications are clear, logical, professional, and empathetic.

Responsibilities

As a Platform Technical Support Advisor you will solve problems on behalf of our employees and our clients. When you need something changed in our system, you will be backed up by our engineering teams in our London HQ, but you will need to make sure that the right people are on the problem, and that everyone understands the impacts and necessary tasks to solve that problem.

You will handle incoming requests from inside and outside the company; clarify important details and collect evidence; set very clear expectations about what requesters can expect next; escalate issues to the right internal contacts; and make sure absolutely nothing falls through the cracks and gets ignored.

This opportunity will allow you to develop your problem solving, research, and communication skills, and will give you exposure to a high paced, fast growth tech scaleup environment. We will support the individual in this role to gain training and technical qualifications relevant to this role and to their future career in tech.

This role will be based 3 days per week in our office in Atlanta, GA. The remaining two days can be spent working remotely or in the office. There may be occasional need for travel to our international locations for special projects.

We think you’ll need

• An exceptional level of organization in everything you do.
• A relentless drive to get things done. You don’t leave things unfinished, and you don’t let things stay blocked.
• While you don’t need to know how computer systems are designed and built, you should be able to show that you are great at becoming a power-user of some of the software you use in your previous role or day to day life. You can usually figure out why it isn’t working, suggest some workarounds, and help others understand it too.
• The ability (passport + availability) to spend 1-2 weeks in London, UK as part of your onboarding.
• No formal qualifications are necessary to apply. We want to hear what makes you right for the role, regardless of if that is your educational record, previous work or volunteering experience, attitude, or life experiences.

What happens next?

Think this sounds like the right next move for you? Or if you’re not completely confident that you fit our exact criteria, apply anyway and we can arrange a call to see if the role is fit for you. Humility is a wonderful thing, and we are interested in hearing about what you can add to Liberis!