What you will do

Customer Support Specialist

As a 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.

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

What we offer

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.

Requirements

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.