Product Specialist I

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

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

Base Compensation Range: ($39,822 to $55,045) annually

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission and equity. Some roles may also be eligible for overtime pay.

The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.

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)