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Customer Support Specialist
il y a 3 semaines
What You'll Do:
- 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
- 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
- Other duties as assigned
What You'll Bring to the Team:
- Proven experience in a technical support role, preferably within a SaaS company or related industry
- 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
- Bachelor's Degree preferred
What You'll Get:
- Work hybrid: We have really nice offices to work from, but you can also regularly work from anywhere you like. #LI-Hyrbrid
- A Culture that Lives its Values: Our values are not just words or window dressing, they guide our decisions - big and small - each and every day.
- Flexible Working Hours: We support your lifestyle
- the results are what count.
- Opportunities for Growth: Professional development can take many shapes. From ERGs like Women in Tech and DE&I, to Mentor-Mentee, Leadership, and High-Potential Programs, we foster an environment where all employees can grow.
- Recognition: From Billtrust Bucks and Gongings to Culture Champion and Founders Awards, our employees are recognized for hard work and outcomes achieved.
- Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.
- We understand Diversity and Equal opportunities as enrichment for our future-oriented work at Billtrust. With us, teams are balanced and diverse. Because each of us is unique, and we appreciate bringing together different personalities and talents.
- Country specific perks and fringe benefits
