Senior Product Support Specialist / Billing Specialist - Remote

Overview

The Senior Product Support Specialist / Billing Specialist will be an integral part of our Client Services team, providing world-class SaaS application support in a fast-paced environment.

In Short

• Be the expert on Google Cloud Platform (GCP) and/or Amazon Web Services (AWS) billing enquiries.
• Analyze customer billing lines and point out discrepancies.
• Respond urgently to escalated customer support issues.
• Triage, troubleshoot, and provide resolution for customer support requests.
• Talk clients through actions to solve technical issues.
• Ensure all issues are properly logged.
• Identify common problems and create knowledge base articles.
• Work with technical writing team to enhance product documentation.
• Maintain jovial relationships with clients.
• Minimal on-call may be required.

Requirements

• 3+ years in a technical support role in a B2B SaaS environment.
• 1-2+ years experience with GCP and/or AWS billing.
• Experience creating and enhancing documentation.
• Knowledge of Ticketing / Case Management Systems.
• Ability to troubleshoot and resolve customer software problems.
• Good communication and interpersonal skills.
• Good analytical and problem-solving skills.
• Self-motivated to learn and develop professional competencies.

Benefits

• Unlimited PTO.
• Flexible Working Options.
• Health Insurance.
• Parental Leave.
• Employee Stock Option Plan.
• Home Office Allowance.
• Professional Development Stipend.
• Peer Recognition Program.