Customer Support Specialist

What You'll Do:
As a CSS You'll act as first point of contact for B2B and B2C customers and teams, troubleshooting, analysing and setting the priorities for incoming requests, technical issues and questions. As a Customer Support Specialist you'll also partner with many internal stakeholders to provide them with the customer point of view, fact-based insights and data.
- Helping our customers use our SAAS products, providing advice about the functions and back-end operations.
- Helping the development teams with insight in usage of the software and improvements based on customer feedback that will improve the user experience
- Identifying customer needs and helping customers use specific features
- Providing technical support or assistance for incoming issues and concerns related to the O2C, software and systems.
- Analysing and reporting product malfunctions
- Working through the process of solving problems with clients and encouraging them to do the same in the future
- Running diagnostics to resolve problems, and training incoming staff
- Reporting significant or recurring problems to the tier-2 devops teams and gathering feedback to determine issues and patterns so that they can be resolved, or FAQs can be provided to clients to help them troubleshoot the problem themselves

What You'll Bring to the Team:

- Excellent English and Dutch communication skills both written and verbal - mandatory
- Analytic Trouble-shooter, good problem-solving skills and the ability to come up with creative solutions
- Experience in a support / project role of SaaS / data management solutions
- Excellent time management skills and are able to prioritise competing project demands efficiently and effectively
- Excellent communication skills to be able to present complex problems to the business as well as technical departments
- Excellent teamwork player with a positive and supportive mindset
- Excellent listening skills to establish the issues that users are facing
- The ability to multitask, as they may be working on multiple problems simultaneously
- Basic knowledge or affinity for web technologies
- Beneficial: you are familiar with SaaS, fintech or finance.

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

Who We Are:
For more than 20 years, we have achieved remarkable success and we attribute our growth to our people and culture. We encourage employees to have autonomy, think creatively, share ideas - even with our CEO - and to challenge the status quo every day.