Background
Have you ever been online trying to pay a bill, and thought to yourself: why are you making it so hard to give you my money? This is the problem weve solved for over 2,000 companies across multiple verticals primarily utilities, local government, insurance, and consumer finance organizations.
InvoiceCloud is a fintech solution leading the digital transformation of legacy industries. Our mission is to bring the Fortune payment experience (i.e. when youre online paying your AMEX bill or going through the Amazon.com checkout process) to organizations who seek to drive better customer engagement, lower costs, and transform how they engage with their customers.
InvoiceCloud is part of EngageSmart, a vertical solutions company raising the standard for the everyday, essential tasks and services that are the building blocks for great customer relationships. We believe that every time someone says it shouldn't be this hard, they are right.
Mission
Invoice Cloud is a partner-first organization. We drive over 80% of our annual revenue through partner channels that include revenue share and co-sell models.
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 (every 5-6 weeks), 11AM through 8PM EDT. We encourage you to work remote for this shift.
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 60 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 90 days and Ongoing
- 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
- As the employee gains more knowledge and after a year on the job, a minimum of 150 tickets per month should be closed.
- 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:
- Bachelor's Degree OR Associates Degree in a Technology or related field OR Attending a two or four year college program
- 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.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].
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.
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.
