Client Support Specialist / Technical Support

Billtrust™ is the inventor of payment cycle management. Billtrust’s Quantum Payment Cycle Management solution accelerates cash flow by automating invoice delivery, invoice payment, and cash application. Companies can improve operational efficiency throughout the invoice-to-cash process with electronic invoicing and payments in a flexible, cloud-based solution.

As the Client Support Specialist your primary responsibility is to provide third tier client support to our clients by answering questions and resolving any issues they may have. You will be responsible for troubleshooting and capturing change request details for hand-off to the product and/or project management teams.

* Collaborate with Client Services team to resolve client issues and navigate the organization to seek answers * Handle client tickets through resolution * Utilize technology systems to initiate and complete customer support issues and handle customer requests * Understand what issues you can resolve and when issues need to be escalated; keep the next level of support/management informed on escalated issues, patterns and trends that are outside of daily customer issues * Stay current with new products as they are rolled out and becomes familiar with these products in order to effectively support customer questions and concerns * Continuously seek out opportunities for process improvements and makes recommendations * Primary shift hours will be 9am-6pm MST

* 2+ years of proven success in a technical customer service or application support role with a passion for supporting a SAAS client base * Remarkable interpersonal, verbal and written communication skills and attention to detail to properly communicate with clients and internal teams * SQL Database experience; ability to understand database table structure and to write queries to troubleshoot client data issues * Client Server architecture; ability to troubleshoot client issues related to network, hardware and understand server architecture for hosted client platform * Independent thinker, problem solver, resourceful with good follow up skills, and a commitment to figuring things out/investigate issues with little guidance * Ability to read and analyze technical system tickets and maintain SLAs * Understanding of the importance of customer service delivery and how it impacts clients and differentiates Billtrust