Technical Customer Support Specialist ( Portfolio Company)

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 Technical Customer Support Specialist, you will serve as the first point of contact for our B2B customers, troubleshooting technical issues, responding to inquiries, and prioritizing incoming requests. You’ll collaborate with internal teams to share insights, advocate for customers, and help enhance our SaaS products and processes.

Further, as a Technical Customer Support Specialist you'll also partner with many internal stakeholders to provide them with the customer point of view, fact-based insights and data.

Job Responsibilities

• Master the functionality of our software through comprehensive training.
• Respond to customer inquiries via email and phone, troubleshooting and resolving issues related to Billtrust software, HTTP(S), SFTP, and file formats such as UBL and XML.
• Guide customers in using SaaS products, providing advice on features and back-end operations.
• Collaborate with cross-functional teams (e.g., Account Management, Product Development) to resolve issues and enhance customer experiences.
• Analyze feedback to identify opportunities for product and process improvements.
• Document procedures, update the knowledge base, and support the onboarding of new team members.
• Report recurring or complex issues to the DevOps team and contribute to creating FAQs or self-help solutions.

Qualifications

• Proven experience in a technical support and customer service role, preferably within a SaaS company or related industry (3+ years preferred).
• Bachelor's degree preferred.
• Proficiency in troubleshooting SaaS solutions and knowledge of HTML, HTTP(S), SFTP, UBL, and XML.
• Experience with tools like Salesforce and Jira.
• Strong analytical, problem-solving, and multitasking skills.
• Excellent English communication skills: proficiency in Polish is a plus.
• Customer-focused mindset with a passion for delivering exceptional service.
• Team-oriented attitude with the ability to collaborate effectively in a fast-paced environment.
• Willingness to work on EU/US shift hours (Eastern / Mountain Time).

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.