Support Specialist

As a Support Specialist I, you will be the frontline hero for our Billers, ensuring they have a seamless experience with the BillGO platform. Your role is pivotal in processing payments, addressing queries, and providing top-notch support through various communication channels. You will also focus on customer retention and be enthusiastic about hitting service level agreements (SLAs) and key performance indicators (KPIs).

AREA OF FOCUS

All other duties as assigned, plus…

• Responds to incoming calls, live chats, and emails, aiding Billers in processing payments, addressing queries, and navigating the BillGO platform.
• Initiates outbound calls to follow up with Billers regarding payment processing for virtual payment cards
• Facilitates the onboarding of newly enrolled customers/billers onto the BillGO payment platform
• Take inbound calls with a focus on retaining customers, and keeping them apart of the BGX Network
• Multi-tasking between various internal systems including Salesforce
• Provide accurate & timely responses to inquiries from internal teams at BillGO

MINIMUM QUALIFICATIONS

•  1 or more years of prior customer service experience, including support for customer success, retention, and exposure to management or team leadership
• Ability to break down intricate solutions into comprehensible concepts
• Ability to break down complex solutions into easy-to-understand concepts
• A true passion for customers and delivering the best possible service
• Outstanding communication skills, both verbal and written
• Ability to multitask with a high sense of urgency

EDUCATION

• High School Diploma required, with a preference for a bachelor’s degree

TECHNICAL SKILLS

•  Understands basic CRM [Salesforce] operations, categorizing cases according to Biller requests and outcomes
•  Ensures adherence to KPI and SLA standards, including average time per case
•  Ability to accurately track and record data with high level of detail in Salesforce
• Ability to quickly learn internal systems with a high level of accuracy

SUPERVISORY RESPONSIBILITIES

This position does not have supervisory responsibilities