Billing Support Specialist

OVHcloud•Reston, VA

1d•$27 - $31•Hybrid

About The Position

Join OVHcloud and be part of creating the cloud of tomorrow. We empower people who want to grow, make their work stand out, and take ownership of dynamic, meaningful projects. You’ll enjoy autonomy in your work, strong support from management, and the freedom to explore new challenges—helping you make a tangible impact and shape the future of our cloud infrastructure alongside passionate, collaborative peers. The Billing Support Specialist is responsible for handling both customer billing and validation issues. This position is a first point of contact for customers, making it a pivotal role in setting the standard expectation for customers. This role is responsible for meeting defined customer service metrics related to both billing and validation tasks. Ability to work a flexible rotating schedule, including nights, weekends, and holidays, in a 24/7/365 environment is required. The hours for this role are: Saturday – Wednesday from 12:30PM - 9:00PM Eastern Time Base pay range: $27.00 - $31.25 per hour (based on relevant experience).

Requirements

2+ years of customer service experience in a professional e-commerce environment.
Experience using a ticketing system for support (ServiceNow, Zendesk).
Experience with credit card payment and processing.
Experience with simple data analysis and basic mathematical skills.
Detail-oriented and a strong problem solver with a questioning mindset.
Ability to follow defined policies to drive a solid customer experience and positively impact overall business operations.
Strong organizational skills with the ability to prioritize multiple issues and requests.
Excellent communication skills, both written and verbal.

Responsibilities

Identify and troubleshoot billing and validation issues related to pending and cancelled orders, subscription management, refunds, and credits, collaborating with operations teams to ensure resolution.
Manage multiple requests and billing and validation concerns simultaneously, ensuring quality and exceptional customer service.
Respond to and resolve customer billing and validation inquiries via email, ticket, and chat.
Consistently collaborate with Customer Support, Sales, and Legal teams to ensure a seamless and satisfactory customer experience.
Support the fraud team by validating orders in the queue.
Identify billing-related process improvements and inform appropriate management teams to identify key stakeholders required to execute necessary action plans.