Customer Support Specilaist

Job Summary:
Payer Support Specialists will address support needs from end users / payers for our customers (billers.) In this role, you will use your passion for technology-fueled business solutions to provide our customers with a world-class experience. We are seeking entry-level, customer-focused individuals who are passionate about growing with our company. The role offers an opportunity to learn about the Bill Presentment and Payment space (EBPP) within the SaaS industry. Recent college graduates are encouraged to apply. .

Work Arrangement & Shift Details
Work From Office (WFO): This role is based in the Hyderabad office
Shift Timing: US Eastern Time business hours, which fall in the evening to night hours IST
Candidates must be comfortable working night shifts on a regular basis
Transportation: Provides two-way transportation for employees working night shifts

Goals:
First 30 Days
Gain a complete understanding of the IC solutions
Gain a complete understanding of the IC internal systems including the CRM, ITR's, Helpdesk.
Attend training, review all material provided and complete quizzes administered.
Sit with the Payer Support team to shadow them and learn from experience how to handle calls and emails.
First 60 days
Be aware of tax billing cycles as well as utilities to handle calls according to business' natural spikes
Start solving tickets from Payers – sent via email
Start taking calls from Payer on the assigned schedule
Document all calls in the ticketing system
To have calls duration of 7 minutes (average) or less
First 90 Days and Beyond
Resolve payer calls (at least 90%) without supervisor assistance
Solve all issues involving fees when amounts are <$500 without escalation
Solve at least 90% of the calls with one touch
Solve all tickets (closed) – average 6 hours
Maintain a monthly average of 6 business hours for ticket resolution
Maintain a monthly average for call duration equal or less than 6 minutes
Complete the Internal Certification Program
What We Seek:
Excellent written and verbal English communication skills
Ability to learn and become well-versed with products and services
Customer centric, takes ownership, and results-driven
Good interpersonal skills and attention to detail
Self-starter with a demonstrated ability to achieve results as part of a high-performing team, and ability to effectively prioritize and multi-task under deadlines.
Excellent time management, organizational and planning skills


Education and Experience:
Bachelor's degree or equivalent experience
Experience using standard MS Office tools
Salesforce (not required)
Payment processing at a SAAS company (not required)