Full-Time Customer Support Specialist

As a Customer Support Specialist, you'll act as a first point of contact for B2B customers, troubleshooting, analyzing and setting the priorities for incoming requests, such as technical issues and questions. Further, you'll partner with many internal stakeholders to provide them with the customer point of view, fact-based insights and data.

• Respond promptly and professionally to customer inquiries via email and phone.
• Provide advice on software functions and back-end operations.
• Provide technical support for issues related to Billtrust software and systems.
• Collaborate with cross-functional teams to address customer needs.
• Proactively identify opportunities to improve products and processes based on customer feedback.
• Analyze and report product malfunctions.
• Document internal procedures and maintain daily performance of the Billtrust applications.
• 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.

• Excellent English communication skills, both written and verbal.
• Bachelor's degree (Software Engineering, Computer Science, Information Technology, Information Systems) preferred.
• Proven experience in a technical support role (2+ years preferred).
• Intermediate proficiency in SQL or a comparable programming language
• 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 and understand software products.

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

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