Customer Support Specialist

Full time Forex Fintech Customer Service

Job Description

As a Technical Customer Support Specialist, you will act as the first point of contact for our B2B customers, troubleshooting, analyzing, and prioritizing incoming requests such as technical issues and questions. You will also collaborate with internal stakeholders to provide insights, data, and the customer perspective to drive improvements.

What you'll do:

  • After an intensive training program to familiarize yourself with our software’s functionalities, respond promptly and professionally to customer inquiries via email and phone, prioritizing issues based on urgency.
  • Help customers use our SaaS products, providing guidance on functions and back-end operations.
  • Offer support for technical issues related to Billtrust software and systems.
  • Work with Account Management, Customer Value Management, and Product Development teams to address customer needs and enhance their experience.
  • Use customer feedback to proactively suggest product and process improvements.
  • Identify customer needs, analyze and report product malfunctions, and provide solutions or escalations when necessary.
  • Maintain documentation of internal procedures and ensure consistent performance of Billtrust applications.
  • Guide clients through troubleshooting and encourage self-sufficiency in resolving recurring issues.
  • Run diagnostics to resolve technical problems and assist with onboarding new team members.
  • Keep the knowledge base up-to-date to ensure accessible information for colleagues and new hires.
  • Report significant or recurring problems to the DevOps team, gather feedback, and identify patterns to enable the creation of FAQs or resolutions for customers.

What You'll Bring to the Team:

  • Excellent written and verbal English communication skills.
  • Strong analytical and troubleshooting skills with a creative approach to solutions.
  • Previous experience in a support or project role involving SaaS or data management solutions.
  • Ability to effectively prioritize and manage competing project demands in a fast-paced environment.
  • A passion for helping others and delivering exceptional service.
  • Positive, supportive mindset and ability to work effectively in a team setting.
  • Quick learner with a strong understanding of software products and web technologies.
  • Excellent ability to understand and address user issues.
  • Comfortable managing multiple issues simultaneously.
  • Familiarity with SaaS, fintech, or finance.
  • Basic understanding of HTTP(S) and SFTP protocols.
  • Experience using tools like Salesforce and Jira.

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:

  • Hybrid Work Environment: Enjoy the best of both worlds with our inviting office spaces and the freedom to work remotely.
  • 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.
  • Opportunities for Growth: Fuel your professional journey with a diverse range of development programs, from mentorship initiatives to specialized training tailored to your aspirations.
  • Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and Founders Awards, our employees are recognized for hard work and outcomes achieved.
  • Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.
  • Unique Individuals: We recognize the strength in our differences and champion diversity as a cornerstone of our forward-thinking culture. Join a team where unique perspectives and talents are valued and celebrated.
  • Benefits: Enjoy a comprehensive array of country-specific perks and fringe benefits designed to support your well-being and enhance your overall experience at Billtrust.

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.

Privacy Policy- English

Privacy Policy- Dutch

Privacy Policy- Polish

Privacy Policy- German