Support Specialist

POSITION SUMMARY

The Support Specialist is a unique position that would have call center customer service experience. Key factors for this position are being a clear communicator, problem solver, continuous learner, and a great collaborator. The ideal candidate will prefer working in a fast-paced environment, be able to multi-task, and work well individually while understanding the importance of our team goals and objectives.  Change is inevitable and the need to continually adapt is a must.   

What you will be doing: 

• Answer incoming phone calls, live chats, and emails to assist billers in processing payments, answering questions, and navigating customers within our platform.
• Place outbound calls to follow up with billers on processing payments.
• Go above and beyond to provide an amazing experience with white glove treatment.
• Develop an expert understanding of BillGO’s processes and biller user experience.
• Work closely with product and engineering to log and track bugs and make suggestions to improve our customers’ experience based on customer feedback. 
• Operate as the conduit between end-users, Enrollment Team, Product, Engineering and other teams within BillGO.
• Onboard newly enrolled customers/billers to our payment platform.
• Assist on projects or new initiatives as you are exposed to the broader scope of work at BillGO
• Uphold highest level of KPI delivery and SLA adherence. 
• Responsible for participating in weekly support meetings with team members and manager. 

Requirements:

• 2+ years of customer service and/or customer facing roles providing support to ensure customer success. 
• Prefer secondary education, but not required.
• Experience providing business service support. 
• Ability to break down complex solutions into easy-to-understand concepts. 
• Ability to accurately track and record data with high level of attention to detail. 
• A true passion for customers and delivering the best possible service.
• Outstanding communication skills, both verbal and written
• You are energetic, self-motivated, self-starting, and self-assured.
• You are a multitasker with a high sense of urgency.
• You love fast-paced environments with an "all hands-on deck" approach.
• You're humble and eager to learn with a no-task-too-small mindset.
• You enjoy using your sleuthing skills to problem solve on behalf of customers/ billers.
• You go beyond “the ask” to help customer and your team
• Willingness to work in a highly collaborative environment where the belief is that great ideas can come from anywhere. Candidates must be able to embrace this culture, foster idea generation, and work to cultivate the best ideas into an executable plan. 

Nice to have: chatbot customer service experience 

SUPERVISORY RESPONSIBILITIES

This position does not have supervisory responsibilities but is expected to collaborate with team members and work together to achieve the support team’s goals.