Technical Customer Support Specialist

The Technical Customer Support Specialist [Internally titled Customer Support Specialist] is at the core of service delivery for the Billtrust Support organization. You will be 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, you will utilize strong relationship-building skills to enhance our overall customer experience. By applying organizational, time management, and sound technical skills you will research incoming production issues, assess customer tutorial needs and answer a diverse array of product inquiries. You will be 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.

• 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 knowledge base when applicable

What You’ll Bring:

• Proven experience in a technical support role, preferably within a SaaS company or related industry – 2+ Years preferred
• 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
• Proven capability to apply or learn SQL techniques is a plus
• Bachelor’s Degree preferred

Base Compensation: $52,000.00 – $76,000.00 + (bonus offered in addition to base compensation