Support Specialist

BillGO, Inc. • Fort Collins, CO

10d • $46,400 - $61,200 • Onsite

About The Position

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).

Requirements

• 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
• Understands basic CRM [Salesforce] operations, categorizing cases according to Biller requests and outcomes
• Ability to quickly learn internal systems with a high level of accuracy

Nice To Haves

• preference for a bachelor’s degree

Responsibilities

• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED