Customer Support Specialist - (IGT1 Lanka: Billtrust)

IGT1 Lanka is a rapidly growing offshore technology and talent solutions company based in Port City Colombo. We are a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world’s leading private equity firms; EQT Group, Hg, and TA Associates. We’re also proud to be a sister company of IFS, Sri Lanka’s largest and most established technology company. 

At IGT1 Lanka, we partner with global businesses to scale operations, accelerate innovation, and build world-class SaaS platforms through high-quality offshore delivery. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives. 

With a team of over 400 professionals and counting, we are always looking for passionate, skilled individuals who want to make a global impact while being part of something extraordinary. 

Through our offshore collaboration model, you'll be embedded within the team of one of our esteemed international clients, contributing directly to high-impact, enterprise-level initiatives. 

Billtrust makes it easier for B2B companies to get paid. We’ve been the leading innovator in AR automation for nearly two decades and continue accelerating. Our customers span 40+ industries, and we lead with double digit market share in many of the industries we serve. We provide automated order-to-cash solutions that meet diverse buyer requirements and speed cash application through tailored invoice delivery, secure multi-channel payment enablement and intelligent matching and payment posting. Our unparalleled expertise in AR informs everything that we do. No one is better positioned to understand and solve for the needs of every individual AR department. We innovate by pushing automation into new areas like our supplier-driven payments network, automated invoice delivery into AP portals and our automated credit application process. We drive results by helping our customers increase electronic adoption of invoices and payments and widening technology bottlenecks. Amazing customer experiences are possible with our connected solutions. We give our customers the power to conduct business unencumbered by manual interactions

Job Summary

As a Customer Support Specialist, you'll act as a first point of contact for our B2B customers, troubleshooting, analyzing and setting the priorities for incoming requests, such as technical issues and questions.
Further, as a Technical CSS you'll also partner with many internal stakeholders to provide them with the customer point of view, fact-based insights and data.

Job Responsibilities

• After your initial intensive training to understand our software’s functionalities, respond promptly and professionally to customer inquiries via email and phone, prioritizing according to the urgency of the issue.
• Help our customers use our SaaS products by providing advice on their functions and back-end operations.
• Provide technical support or assistance for incoming issues and concerns related to Billtrust software and systems.
• Collaborate with cross-functional teams, including Account Management, Customer Value Management, and Product Development, to address customer needs and enhance the overall customer experience.
• Proactively identify opportunities to improve our products and processes based on customer feedback to enhance the user experience.
• Identify customer needs and assist them in using specific features.
  Analyze and report product malfunctions.
• Document internal procedures and maintain daily performance of the Billtrust applications.
• Work through the process of solving problems with clients, encouraging them to do the same in the future.
• Run diagnostics to resolve problems and train incoming staff.
• Participate in keeping our knowledge base up to date, ensuring the knowledge is spread and available for colleagues and new on boarders.
• Report significant or recurring problems to the DevOps teams and gather feedback to identify issues and patterns so that they can be resolved, or FAQs can be provided to clients to help them troubleshoot the problem themselves

• Excellent English communication skills, both written and verbal.
• Bachelor's degree preferred.
• Proven experience in a technical support role, preferably within a SaaS company or related industry (2+ years preferred).
• Basic to intermediate proficiency in SQL or a comparable programming language
• Strong analytical and troubleshooting skills, with the ability to come up with creative solutions.
• Experience in a support or project role related to SaaS or data management solutions.
• Excellent time management skills and the ability to prioritize competing project demands efficiently and effectively.
• A passion for helping others and a commitment to providing exceptional customer service.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Strong communication skills, with the ability to present complex problems to both business and technical departments.
• Excellent team player with a positive and supportive mindset.
• Strong technical aptitude and the ability to quickly learn and understand software products.
• Excellent listening skills to effectively identify the issues that users are facing.
• Ability to work on multiple problems simultaneously while maintaining high attention to detail.
• Basic knowledge or affinity for web technologies.
• Beneficial: Familiarity with SaaS, fintech, or finance.
• Beneficial: Basic knowledge of HTTP(S) and SFTP.
• Beneficial: Experience using Salesforce and/or Jira.
• Working on EU / US shift hours (Eastern / Mountain Time)