Customer Support Specialist

Job Title: Tier 1 Customer Support Specialist

Job Summary:

The Tier 1 Customer Support Specialist provides general product support to billers, assisting with portal navigation, system report generation, and issue triaging. As the first point of contact for incoming calls and tickets, this role involves resolving basic support issues within 15-30 minutes or escalating complex cases to Tier 2.

• Shift: 8-hour shift between 7:00 AM 8:00 PM EST

Key Responsibilities:

• Answer 90% of incoming calls using a softphone.
• Triage and resolve Tier 1 tickets; escalate complex cases to Tier 2.
• Set appropriate case fields for triage and escalation.
• Assist billers with portal navigation, system settings, and product usage.

Goals & Expectations:

First 30 Days:

• Gain a complete understanding of InvoiceCloud’s solutions, portals, CRM, and Helpdesk.
• Attend training, review materials, and complete required quizzes.
• Shadow the Biller Support team to learn call and ticket-handling processes.

First 90 Days:

• Begin triaging and solving Tier 1 tickets under manager supervision.
• Document all calls in the ticketing system and escalate as needed.
• Work towards resolving 100 tickets per month.
• Complete the Internal Certification Program.

First 180 Days:

• Independently resolve all Tier 1 tickets.
• Stop selectively handling tickets and handle a variety of cases.
• Achieve 120 tickets per month.

First 360 Days:

• Become highly proficient in handling all Tier 1 tickets.
• Achieve 150+ tickets per month.

Ongoing Responsibilities:

• Attend training sessions and achieve 100% score on quizzes.
• Continuously learn about software integrations and partners.
• Report emergencies affecting multiple clients.
• Work with team members and managers to expedite ticket resolution.

Competencies Required:

• Excellent written and verbal English communication
• Strong customer service, interpersonal, and problem-solving skills
• Ability to multi-task, prioritize, and work in a fast-paced environment
• Time management and organizational skills

Education & Experience:

• Bachelor’s degree required
• Proficiency in MS Office
• Experience with Salesforce & SaaS payment processing (preferred but not required)