Full-Time Customer Support Specialist

As a Customer Support Specialist, 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. Further, you'll also partner with many internal stakeholders to provide them with the customer point of view, fact-based insights and data.

Job Responsibilities

• Respond promptly and professionally to customer inquiries via email and phone, prioritizing according to the urgency of the issue.
• Help our customers use our SaaS products by providing advice on their functions and back-end operations.
• Provide technical support or assistance for incoming issues and concerns related to Billtrust software and systems.
• Collaborate with cross-functional teams to address customer needs and enhance the overall customer experience.
• Proactively identify opportunities to improve our products and processes based on customer feedback.
• Identify customer needs and assist them in using specific features. Analyze and report product malfunctions.
• Document internal procedures and maintain daily performance of the Billtrust applications.
• Work through the process of solving problems with clients, encouraging them to do the same in the future.
• Run diagnostics to resolve problems and train incoming staff.
• Participate in keeping our knowledge base up to date.
• Report significant or recurring problems to the DevOps teams and gather feedback to identify issues and patterns.

Requirements

• Excellent English communication skills, both written and verbal.
• Bachelor's degree preferred.
• Proven experience in a technical support role, preferably within a SaaS company (2+ years preferred).
• Basic to intermediate proficiency in SQL or a comparable programming language
• Strong analytical and troubleshooting skills, with the ability to come up with creative solutions.
• Excellent time management skills and the ability to prioritize.
• A passion for helping others and a commitment to providing exceptional customer service.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Strong communication skills, with the ability to present complex problems to both business and technical departments.
• Excellent team player with a positive and supportive mindset.
• Strong technical aptitude and the ability to quickly learn and understand software products.
• Excellent listening skills to effectively identify the issues that users are facing.
• Ability to work on multiple problems simultaneously while maintaining high attention to detail.
• Basic knowledge or affinity for web technologies.
• Beneficial: Familiarity with SaaS, fintech, or finance.
• Beneficial: Basic knowledge of HTTP(S) and SFTP.
• Beneficial: Experience using Salesforce and/or Jira.
• Working on EU / US shift hours (Eastern / Mountain Time)

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