Technical Customer Support Specialist Portfolio Company
Technical Customer Support Specialist Portfolio Company
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Job Description
Job Summary
As a Technical Customer Support Specialist you will serve as the first point of contact for our B2B customers troubleshooting technical issues responding to inquiries and prioritizing incoming requests. Youll collaborate with internal teams to share insights advocate for customers and help enhance our SaaS products and processes.
Further as a Technical Customer Support Specialist youll also partner with many internal stakeholders to provide them with the customer point of view factbased insights and data.
Job Responsibilities
- 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 such as UBL and XML.
- Guide customers in using SaaS products providing advice on features and backend operations.
- Collaborate with crossfunctional teams (e.g. Account Management Product Development) to resolve issues and enhance customer experiences.
- Analyze feedback to identify opportunities for product and process improvements.
- Document procedures update the knowledge base and support the onboarding of new team members.
- Report recurring or complex issues to the DevOps team and contribute to creating FAQs or selfhelp solutions.
Qualifications :
Qualifications
- Proven experience in a technical support and customer service role preferably within a SaaS company or related industry (3 years preferred).
- Bachelors degree preferred.
- Proficiency in troubleshooting SaaS solutions and knowledge of HTML HTTP(S) SFTP UBL and XML.
- Experience with tools like Salesforce and Jira.
- Strong analytical problemsolving and multitasking skills.
- Excellent English communication skills: proficiency in Polish is a plus.
- Customerfocused mindset with a passion for delivering exceptional service.
- Teamoriented attitude with the ability to collaborate effectively in a fastpaced environment.
- Willingness to work on EU/US shift hours (Eastern / Mountain Time).
Additional Information :
We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles while also valuing inclusive workplace experiences. By fostering a sense of community we drive innovation strengthen connections and nurture belonging. Our commitment ensures you can work in a way that suits you best while also engaging with colleagues to share ideas and build meaningful relationships.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
