• Senior Software Support Specialist

    Job Location(s) US-NJ-Lawrenceville
    Job ID
  • 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

    As the Customer Support Specialist your primary responsibility is to provide third tier client support to our customers 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 Customer Services team to resolve customer issues and navigate the organization to seek answers
    • Handle customer 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

    What you'll bring to the team

    • 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 customer data issues

    • Customer 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

    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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