Software Support Specialist at Billtrust

| Greater Boulder Area
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What You'll Do:

At Second Phase, a division of Billtrust, the Customer Software Support Specialist is at the core of service delivery. Successful candidates exhibit exceptional direct customer service experience, preferably with a Software as a Service (SaaS) background or from a technical industry.
You will be 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, you will utilize strong relationship building skills to enhance our overall customer experience. By applying organizational, time management, and sound technical skills you will be able to research incoming production issues, assess customer tutorial needs and answer a diverse array of product inquiries. You are responsible for monitoring your caseload with a sense of urgency to ensure established service levels are satisfied while delivering timely responses/expectations to customers. Lastly, you will often work with customers to review/gather business requirements in advance of directing various configuration changes.

Support customers, engage in exciting projects, and work on highly collaborative and fun teams -- all while enjoying #LifeatBilltrust.

  • 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
  • Troubleshoots customer's issues utilizing Java, Javascript, CSS, SQL, and other programming languages
  • Collaborate with other teams to get to the heart of an issue, prioritize, and triage
  • 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 that require base knowledge of Second Phase products, internal systems, and customer-facing applications
  • Maintains continual awareness of new products as they are introduced
  • Consistently documents support cases in CRM 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, B2B, eCommerce, software or product-centric business
  • Technical skillset including a demonstrated understanding of software technologies, web functionality, troubleshooting, and data file processing (ERP)
  • Ability to work on or learn UI/frontend & backend/services - Experience with Java, Javascript, HTML, CSS and SQL strongly preferred
  • Ability to read and analyze system tickets (CRM) and maintain SLAs
  • Ability to communicate and collaborate cross-functionally, and work well with a team-oriented environment
  • Active listener who seeks to understand the root cause of issues and critical thinker who seeks to 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:
  • Competitive salary, stock options and 401(k): We appreciate our employees and we make sure they know it.
  • Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge.
  • Paid Parental Leave: To keep our employees and their families healthy.
  • 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.
  • Convenience: Flexibility to work remotely or based out of our Boulder and/or Denver office.
Who We Are:

Second Phase, a division of Billtrust, specializes in B2B eCommerce and product information management (PIM) solutions for wholesale distribution companies. Our web solutions are based on a SaaS cloud model and dramatically increase the profitability of distributors.

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • AWSLanguages
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    • TerraformLanguages
    • PowershellLanguages
    • jQueryLibraries
    • ReduxLibraries
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    • NgRxLibraries
    • PrimeNGLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Angular 7Frameworks
    • ASP.NET CoreFrameworks
    • SpringFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • SnowflakeDatabases
    • DynamoDBDatabases
    • RDSDatabases
    • ElasticSearchDatabases
    • Google AnalyticsAnalytics
    • PendoAnalytics
    • AxureDesign
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • EnjoyHQDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM
    • MarketoEmail
    • WatsonEmail
    • SalesloftEmail
    • MarketoLead Gen

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.

An Insider's view of Billtrust

How would you describe the company’s work-life balance?

Our work-life balance is among the best. Our values, including "Family First" and "Unique Individuals," are demonstrated everywhere possible which surface in many tangible ways including Open PTO & the availability of flexible work schedules. We are able to enjoy a healthy balance where life events are rarely missed due to work-related obligations.

Travis

Senior Manager, Software Development

How do you collaborate with other teams in the company?

Our software development teams have dedicated meeting rooms with video conference capabilities to facilitate communication across distributed teams. We also use software collaboration tools such as Slack and GitLab. Teams are invited to attend each other's sprint demos so we share information and see the results of our teamwork!

Gary

Vice President, Software Development

How has your career grown since starting at the company?

I feel far more knowledgeable and prepared for the next steps in my career thanks to opportunities I have had here. Not just with the support to study and obtain new certifications but also the chances to work with other departments on special projects that I wouldn't have been able to work on elsewhere.

Dominic

Associate Systems Engineer

How do your team's ideas influence the company's direction?

Through an open door policy and a true belief that “there are no sacred cows,” we have a willingness to evaluate everything that is within our domain of expertise. We are able to influence products and processes that improve Billtrust as whole.

Christy

Vice President, Professional Services

What’s the vibe like in the office?

The Denver office is laid-back, friendly, and offers a variety of events that you can participate in depending on your interests that allow you to get to know your co-workers - Bowling nights, ping pong matches, volunteering at food kitchens, team hikes, a kickball team, BBQs and popcorn Thursday's to name a few.

Amy

Relationship Manager

What are Billtrust Perks + Benefits

Billtrust Benefits Overview

Competitive salary, stock options and 401(k): We appreciate our employees and we make sure they know it.

Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge.

Paid Parental Leave: To keep our employees and their families healthy.

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.

Culture
Volunteer in local community
Partners with Nonprofits
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our policy is simply "Do Your Job." While not all work is a fit for WFH, for many of our employees, where you do your job is based on the agreement you have with your manager.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Employees eligible after seven years of continuous service, then every five years thereafter. Employees receive up to four weeks paid sabbatical plus a $2,500 stipend to do something awesome.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Some Meals Provided
Happy Hours
Happy hours are hosted on occasion .
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Paid industry certifications
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