Senior Customer Support Specialist Billtrust
Description: Sr. Customer Support Specialist - Hamilton, NJ
Billtrust is an award winning organization that is enjoying explosive growth. Hundreds of 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 Senior Customer Support Specialist will bring a mid-level of experience working in the software development industry with a focus on tier two customer requests and back end type processes and help pass this knowledge on to the existing staff. The SCSS skill set will include a knowledge of technical software products and applications as well as, experience with customer support ticketing systems. The SCSS will be responsible for providing "remarkable" support to our B2B and B2C clients.
The SCSS position will interact with customers as a business advisor and fulfill their moderately difficult change requests. They must possess enhanced technical skills, excellent customer service skills which include both email and phone channel. The SCSS will handle and resolve customer work cases, monitor their own work cases queues to ensure service level goals are met. The SCSS will gather requirements from the customer and make the appropriate changes on moderately complex modifications and mid-level research cases in addition will verify the changes. Additionally the SCSS will ensure any and all communications are consistent with Billtrust's Mission Statement and Core Values. The Senior Customer Support Specialist will be a role model of service delivery for the organization.
: Handle tickets which are comprised of moderately complex modifications, broad research cases and moderately difficult questions and working cross functionally to solve.
: Handle excalated customer cases that require a mid-level knowledge of Billtrust products, internal systems and customer facing applications.
: Assist CSRs with questions and document solutions in knowledgebase. Review work case queues and assign customer tickets.
: Elevates issues to next level of support or management if necessary. Continuously looks for opportunities for process improvements and makes recommendations to direct manager. Understands what issues he/she can resolve and when issues need to be elevated and keeps next level of support/management informed on escalated issues, patterns, trends that are outside of the daily customer issues.
: Keep abreast of new products as they are introduced to Billtrust and become familiar so as to support customer questions and issues.
Qualifications and Skills
: Strong technical skills. Knowledge of Microsoft office and demonstrates an understanding of technologies, system capabilities/limitations. Utilizes technology systems to initiate and complete customer support issues and handle customer requests.
: Experience in gathering technical requirements from the customer and writing them in a format for a developer to utilize.
: Experience in following systems processes and documenting 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.
: 3 - 5 year Customer Support experience
: 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 |