Senior Customer Support Specialist Billtrust
THIS JOB HAS EXPIRED Description: Senior Client Services Analyst
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 Senior Client Services Analyst (SCSA) will be a role model of service delivery for the organization. The SCSA will bring a mid-level experience working in the software development industry with a focus on tier two customer requests and back end type processes and will help pass this knowledge on to the existing staff. Successful members of this team at Billtrust utilize a skill set that includes a knowledge of technical software products and applications and experience with customer support ticketing systems. All members of our Client Services team are responsible for providing "remarkable" support to our B2B and B2C clients.
The SCSA 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 Senior Analyst will gather requirements from the customer then make the appropriate changes on moderately complex modifications and mid-level research cases and will verify the changes. Additionally, the SCSA 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 a mid-level knowledge of Billtrust products, internal systems and customer facing applications
?Assists with questions and document 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:
?3 - 5 years of proven success in a customer/client support role with an ability to understand the importance of customer service delivery, how it impacts clients and differentiates Billtrust
?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 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
?Ability to interact and effectively answer inquiries from direct management
?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
?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