Bill Pay Support Specialist (Call Process)

We are looking for a Bill Pay Support Specialist (Caller) to join our team and provide exceptional customer support to our California-based customers. In this role, you will be the first point of contact, helping customers resolve issues, optimize their use of Bill Pay, and ensure a seamless support experience. If you thrive in a fast-paced environment, enjoy problem-solving, and have strong communication skills, we'd love to hear from you! What you will do: - Handle inbound and outbound customer calls, providing timely and effective support for Bill Pay inquiries. - Classify and triage customer issues to ensure they are directed to the appropriate teams for resolution. - Work closely with customers to help them optimize their use of the Bill Pay platform. - Act as a subject matter expert, answering questions and guiding customers through troubleshooting steps. - Collaborate with internal teams, including Product and Engineering, to report trends, suggest improvements, and enhance the customer experience. - Identify opportunities for automation and process improvements to streamline support and reduce recurring issues. - Maintain detailed records of customer interactions and follow up to ensure resolution. What you will need: - Bachelor's degree - Ability to work a shift between the hours of 6:30 PM IST - 7:00 AM IST (there may be the opportunity to move to a day shift in the future based on performance and business requirements) - 2+ years of experience in a customer support, call center, or similar role (preferably in fintech, payroll, or SaaS industries). - Strong phone communication skills with the ability to empathize and de-escalate customer concerns. - Ability to multitask and thrive in a dynamic, fast-paced environment. - Experience with support ticketing systems and CRM tools is a plus. - Basic understanding of Bill Pay, payroll, or financial services is an asset. - Strong problem-solving skills and a proactive attitude toward customer issues. - Availability to work flexible hours as needed to support California-based customers.

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