Customer Support Specialist (IGT1)

Billtrust makes it easier for B2B companies to get paid. We’ve been the leading innovator in AR automation for nearly two decades and continue accelerating. Our customers span 40+ industries, and we lead with double digit market share in many of the industries we serve. We provide automated order-to-cash solutions that meet diverse buyer requirements and speed cash application through tailored invoice delivery, secure multi-channel payment enablement and intelligent matching and payment posting. Our unparalleled expertise in AR informs everything that we do. No one is better positioned to understand and solve for the needs of every individual AR department. We innovate by pushing automation into new areas like our supplier-driven payments network, automated invoice delivery into AP portals and our automated credit application process. We drive results by helping our customers increase electronic adoption of invoices and payments and widening technology bottlenecks. Amazing customer experiences are possible with our connected solutions. We give our customers the power to conduct business unencumbered by manual interactions

Job Summary

As a Customer Support Specialist, you'll act as a first point of contact for our B2B customers, troubleshooting, analyzing and setting the priorities for incoming requests, such as technical issues and questions.
Further, as a Technical CSS you'll also partner with many internal stakeholders to provide them with the customer point of view, fact-based insights and data.

Job Responsibilities

• After your initial intensive training to understand our software’s functionalities, respond promptly and professionally to customer inquiries via email and phone, prioritizing according to the urgency of the issue.
• Help our customers use our SaaS products by providing advice on their functions and back-end operations.
• Provide technical support or assistance for incoming issues and concerns related to Billtrust software and systems.
• Collaborate with cross-functional teams, including Account Management, Customer Value Management, and Product Development, to address customer needs and enhance the overall customer experience.
• Proactively identify opportunities to improve our products and processes based on customer feedback to enhance the user experience.
• Identify customer needs and assist them in using specific features.
  Analyze and report product malfunctions.
• Document internal procedures and maintain daily performance of the Billtrust applications.
• Work through the process of solving problems with clients, encouraging them to do the same in the future.
• Run diagnostics to resolve problems and train incoming staff.
• Participate in keeping our knowledge base up to date, ensuring the knowledge is spread and available for colleagues and new on boarders.
• Report significant or recurring problems to the DevOps teams and gather feedback to identify issues and patterns so that they can be resolved, or FAQs can be provided to clients to help them troubleshoot the problem themselves