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Customer Support Specialist

Billtrust

Billtrust provides AI-powered B2B accounts receivable workflow and payment software for finance leaders.

Hyderabad, India Posted 2mo ago fintech
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Who We Are

Finance leaders choose Billtrust to get paid faster, control costs, and maximize customer satisfaction. As the leader in B2B accounts receivable workflow and payment software, we provide the world’s leading brands with AI-powered solutions across the full AR lifecycle—from invoice presentment and payment processing to cash application and collections. With over 2,600 global customers, more than $1 trillion in invoice dollars processed, and a proprietary network of 13 million buyers, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on meaningful customer outcomes.

We’re an AI-first company, not just in what we build for our customers, but in how we work. Across every function, our teams use AI tools daily to work faster, make better decisions, and deliver higher-quality outcomes. We hire exceptional people, give them cutting-edge AI capabilities, and measure success by the impact they create. If you want to do the best work of your career at the frontier of AI and fintech, Billtrust is the place to do it.

Our Values

Customers

We relentlessly increase value for customer and do the right thing for them.

Action

We make ‘thoughtfully fast’ decisions, act quickly, cut through red tape, deliver progress not perfection, take ownership and accountability.

Team Spirit

We put the team ahead of ourselves, foster trust and respect, collaborate with passion, despise toxic politics, value our differences, and celebrate together.

Innovation

We challenge the status quo, experiment thoughtfully, and are novel and brilliant in what we create.

Excellence

We love to win, but we hate losing even more. We aspire to be the best and take pride in our work. When we fall short, we own it and come back stronger.

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

Posted by Billtrust on their own careers page — you apply directly, no recruiter in between. View original / apply →

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