Technical Support Specialist

| Greater Denver Area
Sorry, this job was removed at 6:04 p.m. (MST) on Tuesday, January 28, 2020
Find out who's hiring in Greater Denver Area.
See all Customer Success jobs in Greater Denver Area
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

What you'll do

The Customer Support Specialist (CSS) 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.

Specialists are 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 Billtrust advocate Specialists 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 a diverse array of product inquiries. Specialists are 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. 

What you'll bring to the team

  • 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 Billtrust 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 knowledgebase when applicable
  • Other duties as assigned

What you'll get

  • 2+ years of experience in a customer support role, preferably within a technical or SaaS company
  • Strong technical skill set including a demonstrated understanding of software technologies, web functionality, and data file processing
  • History of proven success in a customer service or technical or application support role with a passion for supporting a Software as a Service (SaaS) customer base
  • 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

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.  

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Location

Our Denver office is located just east of downtown, several miles from Denver Intl Airport. Our Boulder office is on Arapahoe Ave by Boulder Creek.

Similar Jobs

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about BilltrustFind similar jobs