Billtrust

  • Software Support Specialist

    Job Location(s) US-NJ-Lawrenceville
    Job ID
    2018-1999
  • What you'll do

    As the Software Support Specialist your primary responsibility is to provide third tier customer 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 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

    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.
    • Paid Parental Leave: To keep our employees and their families healthy.
    • 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 located in the heart of Central NJ with close proximity to I-295, the NJ Turnpike and Route 1; Avoid the city – stay local!

    Who we are

    Billtrust is the best-in-class provider of Payment Cycle Management and accounts receivable solutions, helping businesses accelerate Invoice-to-Cash. We provide a flexible, automated, cloud-based product portfolio that meets diverse buyer requirements and speeds cash application through tailored invoice delivery, secure multi-channel payment enablement, and intelligent matching and payment posting. Our platforms process $15B+ annually and help companies like Kraft Foods, New Balance Athletics and Ferguson Enterprises get paid faster and more efficiently. For the past 17 years, we have achieved remarkable success with year-over-year growth and we attribute that growth to our people and culture - We encourage employees to have autonomy, think creatively, share ideas – even with our CEO – and to challenge the status quo every day without a lot of red tape.  

     

    Billtrust: Work Hard. Have Fun. Make History.

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