Billtrust

Software Support Specialist

US-CO-Denver
Job ID
2017-1790

Overview

It's not just cliché. The heart of Billtrust is its people. Our executives know it, our co-workers believe it, and our clients recognize it. Billtrust is enjoying remarkable success with significant year-overy-year growth over the past 15 years. And, we're transforming the billing industry with leading-edge technologies that enable us to deliver our payment management solutions from the cloud. Our team members not only drive that expansion, they benefit by it with empowerment and rewarding professional progress.

 

Billtrust: where talent and opportunity meet.  Work Hard. Have Fun. Make History.

What you'll do

  • Maintain high-level of client satisfaction handling client facing service inquiries comprised of product questions, production issues, and configuration requests
  • Effectively translate client needs/problems into solutions or internal support plans of action
  • Review workload diligently to stay ahead of commitment dates and in accordance with established internal service standards
  • Manage difficult client situations that require knowledge of Billtrust products, internal systems, and client facing applications
  • Identify issue trends and elevate appropriately through management escalation path
  • Seek opportunities for process improvements and make recommendations
  • Maintain awareness of new products as they are introduced
  • Accurately document and update knowledgebase when applicable
  • Understand the importance of Client First service delivery, its impact to clients, and how it differentiates Billtrust

What you'll bring to the team

  • Strong technical skills including demonstrated understanding of software technologies, system functionality, and data files
  • History of proven success in a client service or technical or application support role with a passion for supporting a Software as a Service (SaaS) client base
  • Ability to utilize CRM technology to document and manage client 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 root cause of issues and understand the "why" behind the issue
  • Remarkable interpersonal, verbal and written communication skills with an exceptional attention to detail
  • Ability to interact and effectively answer inquiries from direct management
  • Strong client engagement skills to enable an overall memorable client experience
  • Strong work ethic with a positive, team player mentality
  • Strong SQL Server Database support experience and understanding of database table structure with ability to write moderate level SQL queries
  • Experience supporting client server architecture issues for a hosted client platform
  • Bachelor's Degree preferred

What you'll get

  • Competitive salary, stock options and 401(k) with company match: We appreciate our employees and we make sure they know it.
  • Benefits: We offer full-time employees multiple healthcare packages, including free and low cost options. 
  • Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge.
  • A Lively Culture: Ping-pong, bean bag toss, hackathons- we enjoy friendly competition.
  • Casual Dress: Every day is “Casual Friday’, we want you to be comfortable when you come to work.
  • Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.
  • Convenience: Our office is conveniently located just east of downtown Denver several miles from the Denver International Airport.

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