Customer Support, Intermediate (Billing Center of Excellence | Hybrid HCM)

The Customer Support will provide support to clients and Sales on billing-related matters in a highly technical environment. The position is responsible for handling a wide range of billing queries on various products that facilitate the M&A lifecycle. This is a position requiring a professional mix of fintech and interpersonal skills.

Responsibilities:

• Provide support by assisting customers, Sales, and other stakeholders with simple to moderately complex billing-related questions and problems.
• Triage customer requests and engage various internal departments (Collections, Client Services, Sales Revenue & Enablement, Sales, Accounts Receivable, Legal etc.) to provide appropriate responses.
  • Route issues the Analyst is unable to resolve to the appropriate person or team for timely resolution.
  • Provide explanations of invoice charges by performing a thorough analysis using various billing and data usage reports.
  • Provide copies of invoices, summary of invoices (SOI) and cost to date (CTD) using Microsoft Excel & Salesforce systems.
  • Collaborate with Legal, Treasury, and Security & Compliance to complete vendor forms for payments and provide banking information to customers.
  • Receive customer purchase order numbers (POs) and perform analysis and follow-up to correlate to customer invoices.
  • Assist with general Finance inquiries and other administrative tasks (e.g. handling W9 forms)
  • Ensure deliverables for customers are accurate and timely and monitor progress on deliverables.
  • Capture all service requests, interactions, and communications in Salesforce Billing Console.
  • Build positive relationships with Clients, Sales, and other internal departments.
  • Additional duties as requested from time to time.

Education:

• Bachelors degree in Business Administration, Accounting, or Finance or related field

Experience:

• 3-5 years related experience in a billing support or product support environment.
• Strong knowledge of Salesforce (or similar CRM)
• Advanced Excel knowledge (formulas, vlookups, pivot tables, etc.)
• Strong analytical and problem-solving skills with high learning agility.
• Proven ability to multitask in a time-sensitive and deadline-driven work environment.
• Strong communication skills, especially in explaining technical terms in a way non-technical individuals can understand.
• Ability to work well in a team collaboration environment.
• Excellent organizational skills and attention to detail.
• Knowledge of M&A, financial or legal sectors an advantage, but not essential