Billtrust
- Technical Customer Support EU
Technical Customer Support EU
Customer Service · Lesser Poland Voivodeship, Poland
Job description
As a Technical CSS you'll act as a first point of contact for our B2B customers, troubleshooting, analyzing and setting the priorities for incoming requests, such as technical issues and questions.
You will also partner with many internal stakeholders to provide them with the customer point of view, fact-based insights and data.
What you'll do:
- After your initial intense training to get to know our software's functionalities, respond promptly and professionally to customer inquiries via email and phone, prioritizing according to the urgency of the issue
- Helping our customers use our SAAS products, providing advice about the functions and back-end operations.
- Providing technical support or assistance for incoming issues and concerns related to Billtrust software and systems.
- Collaborate with cross-functional teams, including Account management, Customer Value Management and Product Development, to address customer needs and enhance the overall customer experience
- Proactively identify opportunities to improve our products and processes based on customer feedback to improve the user experience
- Identifying customer needs and helping customers use specific features
- Analyzing and reporting product malfunctions
- Documenting internal procedures and maintaining daily performance of the Billtrust applications
- Working through the process of solving problems with clients and encouraging them to do the same in the future
- Running diagnostics to resolve problems, and training incoming staff
- Participate in keeping our knowledge base up-to-date, ensuring the knowledge is spread and available for colleagues and new onboarders
- Reporting significant or recurring problems to the devops teams and gathering feedback to determine issues and patterns so that they can be resolved, or FAQs can be provided to clients to help them troubleshoot the problem themselves
What You'll Bring to the Team:
- Excellent English communication skills both written and verbal
- Analytic Trouble-shooter, good problem-solving skills and the ability to come up with creative solutions
- Experience in a support / project role of SaaS / data management solutions
- Excellent time management skills and ability to prioritize competing project demands efficiently and effectively
- A passion for helping others and a commitment to providing exceptional customer service
- Ability to multitask and prioritize effectively in a fast-paced environment
- Excellent communication skills: be able to present complex problems to the business as well as technical departments
- Excellent team player with a positive and supportive mindset
- Strong technical aptitude and ability to quickly learn and understand software products
- Excellent listening skills to establish the issues that users are facing
- The ability to multitask, as they may be working on multiple problems simultaneously
- Basic knowledge or affinity for web technologies
- Beneficial: you are familiar with SaaS, fintech or finance.
- Beneficial: Basic knowledge about http(s) & sftp
- Beneficial: experience using Salesforce and/or Jira
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.
Who We Are:
Finance leaders turn to Billtrust to control costs, accelerate cash flow and improve customer satisfaction. As a B2B order-to-cash software and digital payments market leader, we help the world's leading brands get paid faster while transitioning from expensive paper invoicing and check acceptance to efficient electronic billing and payments. With over 2,600 global customers and more than $1 trillion invoice dollars processed, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on delivering meaningful customer outcomes. #LI-Remote
