Customer Support Specialist

What You’ll Do:

The Customer Support Specialist is at the core of service delivery for the organization. Successful candidates exhibit exceptional direct customer service experience, preferably with a Software as a Service (SaaS) background or from a technical industry.

You will be accountable for interacting daily with customers across a variety of communication means (phone, email, tickets), while managing a fluid support case workload. Playing a role as a trusted company 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.

• Maintains high-level of customer satisfaction handling customer-facing support inquiries via all communication channels comprised of product questions and production issues
• 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 our product, internal systems, and customer-facing applications
• Maintains continual awareness of new products as they are introduced
• Consistently documents support cases and updates knowledge base when applicable

What You’ll Bring to the Team:

• 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
• Proven experience in a technical support role, preferably within a SaaS company or related industry
• Proven capability to apply or learn SQL techniques is a highly preferred
• Ability to utilize CRM technology to document and manage customer support issues
• Persistent work ethic with a positive, team player mentality
• Bachelor’s Degree preferred

Who We Are:

iController, a Billtrust Solution, is a leading B2B provider of intelligent solutions for collections management. With more than 500 customers, iController is a powerful resource for credit and collections professionals. For the past 15 years, we have had remarkable success thanks to our innovative platform and our most important asset, our employees.
Billtrust is a leading provider of cloud-based software and integrated payment processing solutions to simplify and automate B2B commerce.