Customer Support Specialist

Total Experience:2.0 years-7.0 Years

Location: Hyderabad

Mandatory: 2+ years of experience in a voice ideally in SaaS or a related industry.

Customer Support Specialist

The 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

What You'll Do

• 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

Qualifications

• Proven experience in a 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

Only US shifts (night shifts aligned to India timings: 5 PM, 6 PM, and 7 PM)