Customer Support Specialist Billtrust
THIS JOB HAS EXPIRED Description: Customer Support Specialist
Billtrust is an award winning organization that is enjoying explosive growth. Over 1000 companies throughout North America outsource their billing process to Billtrust. We are helping these companies achieve remarkable savings as we transition them from paper to an electronic world. Among a long list of our accolades are New Jersey Growth Company of the Year and a sixth consecutive annual listing on the Inc 5000. Recently, our CEO was named New Jersey Entrepreneur of the Year by Ernst & Young.
At the core of our success is a high energy, talented staff with diverse skills and a unified focus on delivering product excellence and customer value.
Winning is fun; we're having a ball. Consider joining the Billtrust team!
The Customer Support Specialist (CSS) will be a role model of service delivery for the organization. The CSS will bring light customer service experience working in the software development industry or a willingness an aptitude to learn and grow.
The CSS position will interact with customers as a business advisor and fulfill their moderately difficult change requests. They will utilize enhanced technical skills and excellent customer service skills which include both email and phone channel to handle and resolve customer work cases. They will also monitor their own work cases que to ensure service level goals are met.
The Specialist will gather requirements from the customer then make the appropriate changes on moderately complex modifications and eventually mid-level research cases and will verify the changes. Additionally, the CSS will ensure any and all communications are consistent with Billtrust's Mission Statement and Core Values.
?Handles tickets which are comprised of moderately complex modifications, broad research cases and moderately difficult questions and works cross functionally to solve
?Manages escalated customer cases that require the ability to learn Billtrust products, internal systems and customer facing applications
?Documents solutions in knowledgebase
?Reviews work case queues and assigns customer tickets
?Elevates issues to next level of support or management, if necessary
?Continuously looks for opportunities for process improvements and makes recommendations
?Understands what issues he/she can resolve and when issues need to be elevated and keeps the next level of support/management informed on escalated issues, patterns and trends that are outside of the daily customer issues
?Keeps abreast of new products as they are introduced to Billtrust and becomes familiar so as to effectively support customer questions and issues
Qualifications and Skills
?Strong technical skills including knowledge of Microsoft office; demonstrates an understanding of technologies, system capabilities/limitations
?Ability to utilize technology systems to initiate and complete customer support issues and handle customer requests
?Experience or ability to learn the skill of gathering technical requirements from the customer and writing them in a format for a developer to utilize
?Natural ability t document and follow systems processes and document new processes
?Solutions oriented with the ability to work with the next level to understand root cause of issues to understand the "why" behind the issue
?Has a growing understanding of company systems, products, processes and applications
?Ability to read and analyze technical system tickets and maintain SLAs
?Remarkable interpersonal, verbal and written communication skills and attention to detail
?Understands the importance of customer service delivery, how it impacts clients and differentiates Billtrust
?Ability to interact and effectively answer inquiries from direct management
?Must have strong customer support skills and be a role model for customer service delivery to the customers within the team
?Independent thinker, problem solver, resourceful with good follow up skills, and a commitment to the task
?Strong work ethic, acts professionally at all times, a team player with a can do attitude
?0-2 years of proven success in a customer service or technical or application support role with a passion for supporting a Software as a Service client base
?Associates and/or Bachelor's Degree
: Competitive salary and stock options
: Medical, dental, vision, long term disability and life insurance
: 401(k) with company match
: Flexible spending account
: Generous Paid Time Off and Floating Holidays
: Fast-paced work environment with minimal bureaucracy
||Hamilton, NJ |
THIS JOB HAS EXPIRED