Customer Support Specialist - Remote

Overview

As a Customer Support Specialist at IGT1 Lanka, you will be the first point of contact for B2B customers, troubleshooting and analyzing incoming requests while collaborating with internal teams to enhance customer experience.

In Short

• Act as a first point of contact for customer inquiries.
• Provide technical assistance related to Billtrust software.
• Collaborate with cross-functional teams to address customer needs.
• Identify opportunities to improve products based on customer feedback.
• Document internal procedures and maintain software performance.
• Run diagnostics to resolve problems and train incoming staff.
• Participate in updating the knowledge base for team use.
• Report recurring problems to DevOps teams for resolution.
• Work during US shift hours (Eastern/Mountain Time).
• Foster a positive customer service experience.

Requirements

• Excellent English communication skills, both written and verbal.
• Bachelor's degree in a relevant field preferred.
• 2+ years of experience in a technical support role.
• Intermediate proficiency in SQL or a comparable programming language.
• Strong analytical and troubleshooting skills.
• Ability to multitask and prioritize effectively.
• Strong technical aptitude and quick learning ability.
• Basic knowledge of web technologies and familiarity with SaaS.
• Experience with Salesforce and/or Jira is beneficial.
• Ability to work in a fast-paced environment.

Benefits

• Opportunity to work with a diverse team.
• Engagement in high-impact projects.
• Continuous learning and professional development.
• Dynamic work environment in a growing company.
• Possibility to contribute to global business operations.