Customer Support Representative – Tier 1 (Remote)

Work-from-home locations limited to residents in the following states only :

CA, GA, IL, OK, CO, VA

About Bill.com

Bill.com is the leading business payments network, with over 1.1 million members paying and getting paid over $26 billion per year in volume. Bill.com saves companies more than 50% of the time typically spent on financial back-office operations by automating end-to-end processes. Bill.com ties together finance and accounting programs, banks, customers, vendors, accounting professionals, and documents. The company is the choice of three of the top 10 U.S. banks and over 50 percent of the top 100 accounting firms. The recipient of more than 43 awards, Bill.com was recently recognized as one of the San Francisco Business Time’s Most Innovative Companies and proudly received a PC Magazine’s Editor’s Choice Award.

Mission:

To educate and deliver high-quality, accurate, and friendly support to customers on the Bill.com platform.

Professional experience/skills to be successful in this role :

Required

• Software support experience via chat, email, or phone or equivalent experience in a customer service field
• Strong work experience with problem solving and complex troubleshooting
• Proven ability to multi-task and resolve high volume of customer contacts
• Strong listening skills to be able to understand, empathize and resolve customer issues
• MS Office (basic Excel/Word/PP) experience
• Intermediate knowledge with common browsers: Chrome, Firefox, IE, Safari (ie. deleting cookies, clearing cache, etc..)
• Ability to type over 50 words per minute
• Must have at least 10mbps high speed internet at home and a quiet workspace free of noise and distractions
• Available to work weekdays between the hours of 5am-6pm PT (40 hours/week)

Strongly Preferred

• Experience supporting customers in a Software as a Service (SaaS) environment
• Financial technology experience (B2B preferred)
• Banking or accounting experience
• Bachelor’s degree

Competencies (attributes needed to be successful in this role) :

• Functional/Technical Expertise
• Learning Abilities/Tech Savvy
• Values
• Communication
• Team Player

Expected Outcomes in 6 months :

• Achieve Bill.com Product Expert Certification
• Maintain Customer Satisfaction score and chat acceptance rate of of 95% or above
• Handle 3 customer chats simultaneously
• Achieve and sustain a Quality Assurance score of 8+ points
• Achieve an average response rate of < 60 seconds in chat

Bill.com Culture

• Humble – No ego
• Fun – Celebrate the moments
• Authentic – We are who we are
• Passionate – Love what you do
• Dedicated – To each other and the customer

Job Type: Full-time