Billtrust
- Customer Support Specialist (shift Hours Us)
Customer Support Specialist (shift Hours Us)
Customer Service · Lesser Poland Voivodeship, Poland
Job description
The Technical Customer Support Specialist is at the core of service delivery for the Billtrust Support organization. You will be accountable for interacting daily with customers across a variety of communication means (phone, email, web, chat), while managing a fluid support case workload. Playing a role as a trusted Billtrust advocate, you will utilize strong relationship building skills to enhance our overall customer experience. By applying organizational, time management, and sound technical skills you will research incoming production issues, assess customer tutorial needs and answer a diverse array of product inquiries. You will be responsible for monitoring their caseload with a sense of urgency to ensure established service levels are satisfied while delivering timely responses/expectations to customers. Lastly, this role will often work with customers to review/gather business requirements in advance of directing various configuration changes.
What you'll do:
- Maintains high-level of customer satisfaction (CSAT) handling customer-facing support inquiries via all communication channels comprised of product questions, production issues, and configuration requests
- Effectively translates customer needs/problems into solutions or internal support plans of action
- Reviews workload diligently to stay ahead of customer expectations and in accordance with established service standards
- Manages difficult customer situations (i.e. - escalations) that require base knowledge of Billtrust products, internal systems, and customer-facing applications
- Identifies production issue trends and manages appropriately within leadership escalation path
- Maintains continual awareness of new products as they are introduced
- Consistently documents support cases in Salesforce and updates knowledge base when applicable
What you'll bring to the table:
- Proven experience in a technical support role, preferably within a SaaS company or related
- industry - 2+ Years preferred
- Strong technical skillset including a demonstrated understanding of software technologies, web
- functionality, troubleshooting, and data file processing
- Ability to utilize CRM technology to document and manage customer support issues
- Previous experience working with defined operating protocols, systems processes, and service
- level agreements (SLA)
- Critical thinker with the ability to interface with various internal support partners to derive
- solutions
- Active listener who seeks to understand the root cause of issues and understand the "why"
- behind the issue
- Strong verbal (building relationships) and written (documenting answers) customer
- engagement skills
- Persistent work ethic with a positive, team player mentality
- Proven capability to apply or learn SQL techniques is a plus
- Bachelor's Degree preferred
Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Billtrust, we celebrate and support diversity and are committed to creating an inclusive environment for all employees. So, if your experience aligns but doesn't exactly match each and every qualification, apply anyway. You may be exactly what we are looking for!
What You'll Get:
- Hybrid Work Environment: Enjoy the best of both worlds with our inviting office spaces and the freedom to work remotely. #LI-Hybrid
- A Culture that Lives its Values: Our values are not just words or window dressing, they guide our decisions - big and small - each and every day.
- Flexible Working Hours: We support your lifestyle- the results are what count.
- Opportunities for Growth: Fuel your professional journey with a diverse range of development programs, from mentorship initiatives to specialized training tailored to your aspirations.
- Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and Founders Awards, our employees are recognized for hard work and outcomes achieved.
- Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.
- Unique Individuals: We recognize the strength in our differences and champion diversity as a cornerstone of our forward-thinking culture. Join a team where unique perspectives and talents are valued and celebrated.
- Benefits: Enjoy a comprehensive array of country-specific perks and fringe benefits designed to support your well-being and enhance your overall experience at Billtrust.
