T1 Support Billing Specialist
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Job Description
T1 Support Billing Specialist providing phone, chat, and email support for Porch Group’s home-services SaaS products. Troubleshooting customer issues while assisting with billing questions and collections.
Responsibilities:
- Provide first-line support for billing-related questions and inquiries
- Assist with billing support and collection efforts
- Provide live customer support via phone, chat, and email
- Troubleshoot customer issues and work with customers to find solutions
- Walk customers through the steps needed to correct issues
- Work directly with customers in a customer-facing role
Requirements:
- 2+ years of experience in a technical support role
- Excellent written and spoken English communication
- Excellent conflict management and de-escalation skills
- Ability to maintain an upbeat, caring, and empathetic attitude towards customers
- General understanding of the troubleshooting process and ability to outline your approach
- Ability to type 50+ words per minute
- Basic understanding of Microsoft Office and G Suite programs, including Excel, Word, Sheets, and Docs
- Self-starter able to work and learn independently
- Comfortable learning 1-on-1 or through self-guided videos and documentation
- Ability to task switch effectively between different types of work
- Experience working with global and/or US-based business teams
- Quiet workspace
- Internet connection of at least 30 Mbps download and 10 Mbps upload
Benefits:
- Work from home position
- Remote workplace
- Employment legally administered through RemoFirst, Porch Group's Employer of Record partner in Colombia
- Virtual interviews
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