Billing Support Consultant **100% REMOTE**

The Billing Support Consultant provides assistance to customers and internal teams by resolving specific billing-related inquiries. The Billing Support Consultant is a temporary/contract opportunity working 100% remote for a fast growing cloud technology team. The Billing Support Consultant will have a wide range of requests, but primarily focus on administrative heavy tasks including invoice & statement requests, updating contact information and sending out links to update payment information.

The Billing Support Consultant delivers its services primarily through email communication directly out of the company's ticketing system during standard hours of operation.  Areas of Responsibility:

• Communicate with customers and internal teams via ticket (ie. Salesforce), email or Slack to gather any clarifying data needed to properly resolve
• Thoroughly review each request for understanding of the customers’ needs
• Provide requested information to the customer and update ticket accordingly
• Monitor ticket for customer responses and assist with any new requests that surface (or update category to escalate accordingly)
• Follow ticket/issue, escalation and SLA processes
• Contributes to team effort by sharing knowledge, supporting other’s efforts, and providing back-up support as required
• Additional duties as assigned by the AR or Billing Team
• Adhere to all company policies and guidelines

Skills:

• Customer Service, Quality Focus, Attention to detail, Excellent Written/Oral Communication Skills, E-mail/Phone Skills, Multi-tasking, Computer Savvy

Qualifications:

• Experience working in a web based CRM
• Experience in a customer service role 
• Knowledge of MS Office Products

Key Performance Indicators:

• Resolving customer issues as quickly and accurately as possible
• Volume of tickets resolved daily/weekly