Customer Support Specialist (IFS Portfolio Companies)

IGT 1 Outsourcing Lanka (Private) Limited, hereafter referred to as ‘IGT 1 Lanka’, is a Port City registered offshore company owned by three of the largest private equity companies, and a sister company of the largest Sri Lanka technology company, IFS.

We are committed to reinventing company success via offshore growth, expansion, diversity, and an unwavering pursuit of quality. As a leading provider of technology and employee offshore services, we help organizations all over the world navigate the complexities of the modern business environment. Our goal is to provide our customers with an operation that maximize operations, spur growth, allows them to develop and deliver world-class SaaS platforms, and create long-term value.

At IGT1 Lanka we believe that our people are the key to our collective success. We have developed a workplace culture that promotes diversity, teamwork, and ongoing education. We are presently a team of 300+ employees with a plan to double this capacity in the next 12 months.

As such, we are always on the lookout for talented individuals who share our passion for innovation and excellence. Joining IGT1 Lanka means becoming part of a forward-thinking organization that is shaping the future of business within the vibrant new Port City. Together, we can drive change, push boundaries, and build a smarter, more connected world through our offshore operation.
 

Job Summary

As a Customer Support Specialist, you'll act as a first point of contact for our B2B customers, troubleshooting, analyzing and setting the priorities for incoming requests, such as technical issues and questions.
Further, as a Technical CSS you'll also partner with many internal stakeholders to provide them with the customer point of view, fact-based insights and data.

Job Responsibilities

• After your initial intensive training to understand our software’s functionalities, respond promptly and professionally to customer inquiries via email and phone, prioritizing according to the urgency of the issue.
• Help our customers use our SaaS products by providing advice on their functions and back-end operations.
• Provide technical support or assistance for incoming issues and concerns related to Billtrust software and systems.
• Collaborate with cross-functional teams, including Account Management, Customer Value Management, and Product Development, to address customer needs and enhance the overall customer experience.
• Proactively identify opportunities to improve our products and processes based on customer feedback to enhance the user experience.
• Identify customer needs and assist them in using specific features.
  Analyze and report product malfunctions.
• Document internal procedures and maintain daily performance of the Billtrust applications.
• Work through the process of solving problems with clients, encouraging them to do the same in the future.
• Run diagnostics to resolve problems and train incoming staff.
• Participate in keeping our knowledge base up to date, ensuring the knowledge is spread and available for colleagues and new on boarders.
• Report significant or recurring problems to the DevOps teams and gather feedback to identify issues and patterns so that they can be resolved, or FAQs can be provided to clients to help them troubleshoot the problem themselves

Qualifications

• Excellent English communication skills, both written and verbal.
• Bachelor's degree preferred.
• Proven experience in a technical support role, preferably within a SaaS company or related industry (2+ years preferred).
• SQL knowledge or proficiency in a comparable programming language.
• Strong analytical and troubleshooting skills, with the ability to come up with creative solutions.
• Experience in a support or project role related to SaaS or data management solutions.
• Excellent time management skills and the ability to prioritize competing project demands efficiently and effectively.
• A passion for helping others and a commitment to providing exceptional customer service.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Strong communication skills, with the ability to present complex problems to both business and technical departments.
• Excellent team player with a positive and supportive mindset.
• Strong technical aptitude and the ability to quickly learn and understand software products.
• Excellent listening skills to effectively identify the issues that users are facing.
• Ability to work on multiple problems simultaneously while maintaining high attention to detail.
• Basic knowledge or affinity for web technologies.
• Beneficial: Familiarity with SaaS, fintech, or finance.
• Beneficial: Basic knowledge of HTTP(S) and SFTP.
• Beneficial: Experience using Salesforce and/or Jira.
• Working on EU / US shift hours (Eastern / Mountain Time)

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.