: Product Specialist I
30 Braintree Hill Office Park
Braintree, MA 02184

Video

Have you ever been online trying to pay a bill, and thought to yourself: why are you making it so hard for me to give you my money? Thats the problem we solve for mid-market organizations across multiple verticalsprimarily utilities, local government, insurance, and consumer finance organizations.  

Invoice Clouds SaaS customer engagement, e-billing, and payment platform helps accelerate collections, improve security, reduce costs, and enhance the customer experience.  

As a company that values diversity, equity, and inclusion, Invoice Cloud seeks individuals of all backgrounds and experiences to apply for this position. Were creating an environment where everyone can thrive. Our customers are diverse, so were building a team that is too. Through initiatives like our employee resource groups we are building the cultural foundation that gives people the emotional and physical space to bring their authentic selves to work.

Tier 1 Product Specialists provide general product support across all billers. This includes things like:

  • Helping billers navigate the biller portal
  • Assisting billers in generating system reports
  • Helping billers understand how our product/services work
  • Making virtual site changes

Tier one is the first point of contact for all incoming calls and tickets. They are responsible for triaging and then routing to the appropriate group or tier.

Support issues that come into Tier 1 are expected to take 20-30 working minutes (or less) to resolve. If the support issue is more complex and requires more time to solve, it will be routed to Tier 2.

Tier 1 Support will participate in the rotating late shift schedule, 11AM through 8PM EDT.

WHAT YOU'LL DO: 

  • Answer all incoming calls. Must answer 15-20% of all calls. This number will be determined by the Client Services Manager dependent on number of team members.
  • Triage all incoming tickets in the Tier 1 queue.
  • Escalate tickets to Tier 2
  • Work with team lead to determine severity and escalation

First 30 days 

  • Gain a complete understanding of the IC solutions
  • Gain a complete understanding of the IC internal systems including the Biller Portal, Customer Portal, basic settings in the CRM and Helpdesk.
  • Attend training, review all material provided and complete quizzes administered.
  • Sit with the Biller Support team to shadow them and learn from experience how to handle calls and tickets.

First 90 days

  • Start triaging and solving tier 1 tickets under the Teams Leads supervision
  • Works on tickets assigned to them from the Team Lead
  • Document all calls in the ticketing system and escalate as needed
  • Check weekly stats on tickets resolved to aim for improvement every week
  • After three months in the job, a minimum of 100 tickets per month should be closed.

First 180 days

  • Can triage and solve any Tier 1 ticket.
  • No longer cherry picking tickets
  • After six months in the job, a minimum of 120 tickets per month should be closed.
  • Check weekly stats on tickets resolved to aim for improvement every week

First 360 days

  • As the employee gains more knowledge and after a year on the job, a minimum of 150 tickets per month should be closed.

Ongoing

  • Attend all educational session organized by Training
  • Take all quizzes until 100% score is achieved
  • Continuous self- training on software partners served under the assigned team color
  • Work with team members and tech supervisors to expedite ticket resolution always.
  • To report emergencies detected while taking calls (widespread issues impacting all clients)

WHAT WE SEEK:

  • Attending school or has a degree in technology
  • Must be well versed on the Invoice Cloud products and services
  • Customer driven, results oriented, focused
  • Outstanding verbal, written, presentation and interpersonal skills are required with a great attention to detail
  • Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
  • Excellent time management, organizational and planning skills
  • Experience using standard MS Office tools

Invoice Cloud is an Equal Opportunity Employer.  

Invoice Cloud provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.  

About Invoice Cloud:  

Our mission is to bring the Fortune 100 e-payment experience to organizations who dont have the time/energy/resources to build it themselves. The platform has been designed in a way that consistently yields more online payments and paperless enrollments -- driving the positive business outcomes our clients want. Invoice Clouds 25% YoY same store sales growth is a testament to how effective the service is.  

Invoice Cloud was #902 on the 2018 Inc 5000 list, with a 3-year growth of 550% and named the 3rd fastest growing company in Boston by the Boston Business Journal.  

To all recruitment agencies: Invoice Cloud does not accept agency resumes. Please do not forward resumes to our jobs alias, employees, or any other organization location. Invoice Cloud is not responsible for any fees related to unsolicited resumes.  

Full-time