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Technical Support Expert

2 tygodni temu

Kraków, Lesser Poland Billtrust Pełny etat

**Job Overview:**

As a Technical Customer Support Specialist at Billtrust, you will serve as the first point of contact for our B2B customers, troubleshooting technical issues and responding to inquiries. You'll collaborate with internal teams to share insights, advocate for customers, and help enhance our SaaS products and processes.

  • Master the functionality of our software through comprehensive training.
  • Respond to customer inquiries via email and phone, troubleshooting and resolving issues related to Billtrust software, HTTP(S), SFTP, and file formats like UBL and XML.
  • Guide customers on using SaaS products, providing advice on features and back-end operations.
  • Collaborate with cross-functional teams (e.g., Account Management, Product Development) to resolve issues and improve customer experiences.
  • Analyze feedback to identify opportunities for product and process improvements.
Responsibilities:
  • Document procedures, update the knowledge base, and support the onboarding of new team members.
  • Report recurring or complex problems to the DevOps team and contribute to creating FAQs or self-help solutions.
Requirements:
  • Proficiency in troubleshooting SaaS solutions and knowledge of HTML, HTTP(S), SFTP, UBL, and XML.
  • Experience with tools like Salesforce and Jira.
  • Strong analytical, problem-solving, and multitasking skills.
  • Excellent English communication skills, with Polish language as a plus.
  • Customer-focused mindset with a passion for delivering exceptional service.

**What We Offer:**

  • Hybrid Work Environment: Enjoy the best of both worlds with our inviting office spaces and the freedom to work remotely.
  • A Culture that Lives its Values: Our values are not just words or window dressing, they guide our decisions - big and small - each and every day.
  • Flexible Working Hours: We support your lifestyle- the results are what count.
  • Opportunities for Growth: Fuel your professional journey with a diverse range of development programs, from mentorship initiatives to specialized training tailored to your aspirations.
  • Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and Founders Awards, our employees are recognized for hard work and outcomes achieved.
  • Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.
  • Unique Individuals: We recognize the strength in our differences and champion diversity as a cornerstone of our forward-thinking culture.