Customer Support Specialist (Portfolio Companies)

Billtrust makes it easier for B2B companies to get paid. We’ve been the leading innovator in AR automation for nearly two decades and continue accelerating. Our customers span 40+ industries and we lead with double digit market share in many of the industries we serve. We provide automated order-to-cash solutions that meet diverse buyer requirements and speed cash application through tailored invoice delivery, secure multi-channel payment enablement and intelligent matching and payment posting. Our unparalleled expertise in AR informs everything that we do. No one is better positioned to understand and solve for the needs of every individual AR department. We innovate by pushing automation into new areas like our supplier-driven payments network, automated invoice delivery into AP portals and our automated credit application process. We drive results by helping our customers increase electronic adoption of invoices and payments and widening technology bottlenecks. Amazing customer experiences are possible with our connected solutions. We give our customers the power to conduct business unencumbered by manual interactions.

What You'll Do:

The Customer Support Specialist is at the core of service delivery for the Support organization. You will be accountable for interacting daily with customers across a variety of communication means (phone, email, web, chat), while managing a fluid support case workload. Playing a role as a trusted advocate, you will utilize strong relationship-building skills to enhance our overall customer experience. By applying organizational, time management, and sound technical skills you will research incoming production issues, assess customer tutorial needs and answer a diverse array of product inquiries. You will be responsible for monitoring their caseload with a sense of urgency to ensure established service levels are satisfied while delivering timely responses/expectations to customers. Lastly, this role will often work with customers to review/gather business requirements in advance of directing various configuration changes.

• Maintains high-level of customer satisfaction (CSAT) handling customer-facing support inquiries via all communication channels comprised of product questions, production issues, and configuration requests
• Effectively translates customer needs/problems into solutions or internal support plans of action 
• Reviews workload diligently to stay ahead of customer expectations and in accordance with established service standards
• Manages difficult customer situations (i.e. - escalations) that require base knowledge of products, internal systems, and customer-facing applications
• Identifies production issue trends and manages appropriately within leadership escalation path
• Maintains continual awareness of new products as they are introduced
• Consistently documents support cases in Salesforce and updates knowledge base when applicable

What You'll Bring:

• Proven experience in a technical support role, preferably within a SaaS company or related industry - 2+ Years preferred
• Strong technical skillset including a demonstrated understanding of software technologies, web functionality, troubleshooting, and data file processing
• Ability to utilize CRM technology to document and manage customer support issues
• Previous experience working with defined operating protocols, systems processes, and service level agreements (SLA)
• Critical thinker with the ability to interface with various internal support partners to derive solutions
• Active listener who seeks to understand the root cause of issues and understand the "why" behind the issue
• Strong verbal (building relationships) and written (documenting answers) customer engagement skills
• Persistent work ethic with a positive, team player mentality
• Proven capability to apply or learn SQL techniques is a plus
• Bachelor's Degree preferred
• Working on EU / US shift hours (Eastern / Mountain Time)

We believe that coming together as a community, in person, is important to innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working (our own amazing spaces or those of our partners and customers) to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.