Sr. Customer Support Analyst

The Customer Support Sr. Analyst (Sr. CS Analyst) plays an essential expanded service delivery role for the Billtrust Support organization. Successful candidates have proven expertise applying their advanced knowledge of the Billtrust platform(s) in support of our customers.

Sr. CS Analysts are, first and foremost, role models of Billtrust customer commitment, engagement, and urgency. They are accountable for interacting, daily, with customers across all communication means (phone, email, web, chat) means, while managing a fluid workload. Playing a hybrid role as a trusted team resource and complex issue manager, Sr. CS Analysts are responsible for delivering an elevated level of support to both our customers and their teammates alike. They will use their comprehensive working knowledge of our products and technologies to provide guidance and solutions that extend beyond textbook customer support. Sr. CS Analysts will utilize the strong internal relationships they have built across departments to attain swiffer answers and game plans for complicated inquiries which ultimately benefits the customer experience. By applying their advanced technical skill set such as querying off of our SQL database or the ability to read/write scripts they will open up new avenues to solve problems, intra-team, without the need to seek an internal partner for help. Sr. Analysts may be required to spend extended time working on sensitive customer relationships, proactively seek ways to optimize customer configurations, act as a subject matter expert in cross-team collaboration, or provide detailed analysis on the performance of our tools and webapps.

What You'll Do

● Maintains high-level of customer satisfaction handling advanced customer facing support inquiries comprised of complex production scenarios, customer configuration issues, and/or account optimization type requests

● Effectively translates team member and customer needs/problems into solutions or internal support plans of action

● Reviews workload diligently to stay ahead of commitment dates and in accordance with established internal service standards

● Manages difficult customer situations (i.e. - escalations) that require extensive knowledge of Billtrust product(s), internal systems, and client facing applications

● Identifies issue trends and manages appropriately within leadership escalation path

● Seeks opportunities for process improvements and makes recommendations

● Maintains awareness of new products as they are introduced

● Accurately documents and updates knowledgebase when applicable

● Understands the importance of customer commitment service delivery, its impact to clients, and how it differentiates Billtrust

● Enacts characteristics of teamwork to mentor both tenured and new teammates when an inquiry requires additional support or guidance

● Other duties as assigned

What You'll Bring

● 5+ years of experience preferred

● Strong technical skills including demonstrated understanding of software technologies, system functionality, and data files

● History of proven success in a client service or technical or application support role with a passion for supporting a Software as a Service (SaaS) client base

● Ability to utilize CRM technology to document and manage client support issues

● Experience or ability to learn the skill of technical requirement gathering

● Previous experience working with defined operating protocols, systems processes, and service level agreements (SLA)

● Critical thinker with the ability to interface with various internal support partners to derive solutions

● Active listener who seeks to understand root cause of issues and understand the "why" behind the issue

● Remarkable interpersonal, verbal and written communication skills with an exceptional attention to detail

● Ability to interact and effectively answer inquiries from direct management

● Strong client engagement skills to enable an overall memorable client experience

● Strong work ethic with a positive, team player mentality

● Bachelor's Degree preferred

The expected base salary range for this position is $70,000-$80,000 annually.
Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process.