Senior Customer Support Specialist

The Sr. Customer Support Specialist (Sr. CSS) is at the core of service delivery for the Billtrust Support organization. Sr. Specialists are accountable for interacting, daily, with customers across a variety of communication channels (phone, email, web, chat), while managing a fluid support case workload. Playing a role as a trusted Billtrust advocate Sr. Specialists utilize proven relationship building skills to enhance our overall customer experience. By applying advanced Billtrust knowledge and/or transferable technical support skill sets (i.e. SQL) they will be able to research more complex inbound production issues and customer requests.

Sr. Specialists are responsible for monitoring their case load with a sense of urgency to ensure established service levels are satisfied while delivering timely responses/expectations to customers. This role will often work with customers to review/gather business requirements in advance of directing various configuration changes. They will also play a role in the handling of escalated requests and global issues. Sr. Specialists may also be asked to work directly with CS management on customer escalations or various department project initiatives

What You’ll Do:

Maintains high-level of customer satisfaction (CSAT) handling customer facing service inquiries via all communication channels comprised of product questions, production issues, and configuration requests
Manages difficult customer situations that require advanced knowledge of Billtrust products, internal systems, and customer facing applications
Uses proven successful techniques to manage workload diligently staying ahead of commitment dates and in line with established service level standards
Reviews workload proactively to stay ahead of SLA requirements
Acts as a mentor to new hires and knowledge resource to teammates
Identifies production issue trends and elevates appropriately through management escalation path
Acts as a subject matter expert across multiple product or functional themes
Maintains awareness of new products as they are introduced
Accurately documents and updates knowledgebase when applicable

What You’ll Bring

Proven strong technical skill set including a demonstrated understanding of software technologies, web functionality, and data file processing, 4+ years of related experience preferred
History of proven success in a Billtrust customer service or technical/application support role with a passion for supporting a Software as a Service (SaaS) customer base
Ability to apply SQL techniques and extracting data from database
Capable leadership qualities with proven capability for mentoring teammates and helping guide knowledge share across team
Previous experience working urgently 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

The base salary for this position is $70,000- $85,000.
Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Our Talent Acquisition team will provide further details during the interview process.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Billtrust, we celebrate and support diversity and are committed to creating an inclusive environment for all employees. So, if your experience aligns but doesn’t exactly match each and every qualification, apply anyway. You may be exactly what we are looking for!

What You’ll Get:

Work from Anywhere: Your home, a coffee shop, a company paid WeWork.... you decide!
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.
Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge.
Sabbatical: A paid leave to reward longevity and commitment to Billtrust.
Paid Parental Leave: To promote parent-child bonding and increase gender equity at home and in the workplace.
Opportunities for Growth: Professional development can take many shapes. Join one of our seven ERGs or participate in our Mentor-Mentee, and Leadership development programs- we foster an environment where all employees can grow.
Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and CEO Excellence Awards, our employees are recognized for hard work and outcomes achieved.
Benefits: Medical, dental, vision, 401(k) with company match, short-term and long-term disability, flexible spending accounts, HSA, and life, cancer, and AD&D insurance.
Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.

Who We Are:

Finance leaders turn to Billtrust to control costs, accelerate cash flow and improve customer satisfaction. As a B2B order-to-cash software and digital payments market leader, we help the world’s leading brands get paid faster while transitioning from expensive paper invoicing and check acceptance to efficient electronic billing and payments. With over 2,600 global customers and more than $1 trillion invoice dollars processed, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on delivering meaningful customer outcomes. #LI-Remote

Senior Customer Support Specialist

Billtrust

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