Product Specialist I

About InvoiceCloud: 

InvoiceCloud, an EngageSmart solution, is a leading provider of online bill payment services. Founded in 2009, the company has grown to be one of the leading disruptors in the cloud-based electronic bill presentment and payment (EBPP) space, helping institutions put customer experience first. By switching to InvoiceCloud, clients can improve customer engagement, loyalty, and efficiency while reducing churn and missed payments in the process. With over 50 million payments processed annually, InvoiceCloud is one of the most secure, innovative, and inclusive fintech solutions in the market. To learn more, visit www.InvoiceCloud.com. 

 

Job Description

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 20-45 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.

Base Compensation Range: $39,822,00 to $45,000.00 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.

 

 

Tier 1 Support will participate in the rotating late shift schedule (every 5-6 weeks), 11 AM through 8 PM EDT. We encourage you to work remotely 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 a number of team members.
• Triage all incoming tickets in the Tier 1 queue.
• Escalate tickets to Tier 2
• Work with the team lead to determine the severity and escalation

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)
• Participate in the monthly on-call rotation schedule (2-3 months per year) to support clients with urgent support needs after re