Full-Time Customer Support Specialist

As a Customer Support Specialist, you'll act as a first point of contact for our B2B customers.

Job Responsibilities:

• Respond promptly and professionally to customer inquiries via email and phone.
• Help 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.
• Analyze and report product malfunctions.
• Document internal procedures and maintain daily performance of the Billtrust applications.
• 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.
• Proven experience in a technical support role within a SaaS company (2+ years preferred).
• Strong analytical and troubleshooting skills.
• Excellent time management skills and the ability to prioritize.
• A passion for helping others and a commitment to providing exceptional customer service.
• Strong technical aptitude and the ability to quickly learn software products.
• Excellent listening skills to effectively identify user issues.
• Ability to work on multiple problems simultaneously while maintaining high attention to detail.

Beneficial:

• Familiarity with SaaS, fintech, or finance.
• Basic knowledge of HTTP(S) and SFTP.
• Experience using Salesforce and/or Jira.

Working on US shift hours (Eastern / Mountain Time)

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