Billtrust

  • Senior Software Support Specialist

    Job Location(s) US-NJ-Hamilton
    Job ID
    2018-1873
  • 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.

     

    We're excited to move into our new, modernized company headquarters - Though this posting is listed for Hamilton, NJ our new home will be located at 1009 Lenox Dr, Lawrenceville, NJ 08648 starting early June 2018.

    What you'll do

    • Provides first tier customer support
    • Handles customer tickets through resolution
    • Continuously looks for opportunities for process improvements and makes recommendations
    • Understands what issues can be resolved, and when issues need to be escalated. Keeps the next level of support/management informed on escalated issues, patterns, and trends that are outside of daily customer issues
    • Stays up to date with new products as they are rolled out and becomes familiar with these products in order to effectively support customer questions and concerns

    What you'll bring to the team

    • Technical background and skills including knowledge of SQL and Microsoft office products
    • Ability to utilize technology systems such as Salesforce and Jira to initiate and complete customer support issues and handle customer requests
    • Natural ability to follow system processes and learn new processes
    • Solutions oriented individual with the ability to work with a team and next level support to understand the root cause of issues
    • Ability to read and analyze technical system tickets and maintain SLAs
    • Remarkable interpersonal, verbal and written communication skills and attention to detail
    • Understands the importance of customer service delivery, how it impacts clients, and differentiates Billtrust
    • Ability to interact and effectively answer inquiries from customers, internal teams, and direct management
    • Independent thinker, problem solver, and resourceful with good follow up skills, and a commitment to seeing tasks through to the end
    • Strong work ethic, acts professionally at all times, a team player with a “can do” attitude and desire to excel

    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.

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