What you'll do

The Associate Customer Support Specialist (Temporary) is at the core of service delivery for the Billtrust Support organization. Successful candidates exhibit exceptional direct customer service experience, preferably with a Software as a Service (SaaS) background or from a technical industry.

CS Associates are accountable for interacting with customers across one or more communication means (phone, email, web, or chat), while managing a fluid workload. Playing a role as a trusted Billtrust advocate Associates utilize strong relationship building skills to enhance our overall customer experience. By applying organizational, time management, and sound technical skills they will be able to research incoming production issues, assess customer tutorial needs, and answer general product inquiries. Associates will support one to two primary products or functions and are responsible for monitoring their assigned workload with a sense of urgency. They are responsible for delivering timely responses/expectations to customers as to ensure established service levels are satisfied.

This position is a temporary, part-time opportunity that requires availability during business hours for the full work week, Monday - Friday.

• Maintains high-level of customer satisfaction handling customer facing service inquiries, via one or more communication channels, comprised of general product questions or production issues 
• Manages difficult customer situations that require knowledge of Billtrust products, internal systems, or customer facing applications
• Effectively translates customer needs/problems into solutions or internal support plans of action  
• Reviews workload diligently to stay ahead of commitment dates and in accordance with established internal service standards
• Elevates customer escalations appropriately through leadership escalation path
• Maintains awareness of updates to product(s) supported as they are introduced
• Accurately and succinctly documents answers to customer inquiries in support cases 
• Other duties as assigned

What you'll bring to the team

• Basic technical skill set including a demonstrated understanding of software technologies, web functionality, and data file processing
• Ability to utilize CRM technology to document and manage customer support issues
• 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
• Understands the importance of customer expectation setting, its impact to customers, and how it differentiates Billtrust
• Availability to work a 5-day work week, Monday - Friday during business hours 

What you'll get

• Competitive salary: We appreciate our employees and we make sure they know it.
• A Lively Culture: Ping-pong, bean bag toss, hackathons - We enjoy friendly competition.
• Casual Dress: Every day is “Casual Friday’, we want you to be comfortable when you come to work.
• Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.

Who we are

Billtrust is the best-in-class provider of Payment Cycle Management and accounts receivable solutions, helping businesses accelerate Invoice-to-Cash. We provide a flexible, automated, cloud-based product portfolio that meets diverse buyer requirements and speeds cash application through tailored invoice delivery, secure multi-channel payment enablement, and intelligent matching and payment posting. Our platforms process $30B+ annually and help companies like Kraft Foods, New Balance Athletics and Ferguson Enterprises get paid faster and more efficiently. For the past 18 years, we have achieved remarkable success with year-over-year growth and we attribute that 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 without a lot of red tape.