Senior Billing Escalations Agent [2638-049925]
公司简介
LevelUp 是一家专业代理机构，为代理商、软件供应商和网站所有者提供外包解决方案。在过去七年中，我们成功与多家公司合作，提供有价值的技术、运营和后台支持。我们拥有一支技能娴熟且充满热情的专业团队，致力于为客户提供高质量的工作成果。
职位简介
我们正在寻找一名高级账单升级代表加入我们的支持团队。
该职位是处理升级账单问题的首要联系人，负责日常升级问题的处理，并在高峰期进入实时聊天和工单队列以提供支持。我们希望找到一位真正热爱解决问题的人，能够在压力下茁壮成长，并以确保客户和同事感到被倾听和支持为荣。
参考编号：2638-049925
职责
- 作为升级账单和客户问题的主要联系人，直接解决或协调相关内部团队直至问题关闭
- 监督一级支持代表提出的需求和问题，并提供指导，必要时直接介入
- 在高峰期进入实时聊天和工单队列以支持整个团队
- 调查并解决技术性账单问题，如发票差异、错误的计费周期或定价/分摊错误等，以及其他需要深入排查的账单问题
- 在面对沮丧或不满的客户时进行安抚，同时保持冷静、以解决方案为导向的方法
- 负责日常工单管理及一些行政任务，包括确保工单正确分配、按时打开、按照 SLA 追踪等
要求
- 4 年以上客户支持、账单或升级经验
- 有处理升级问题并作为高优先级或敏感问题联系人的实际经验
- 有在实时聊天和/或工单支持环境工作的经验（此职位不包含电话支持）
- 有使用 Netsuite 作为 ERP 系统的经验
- 有使用帮助台软件的经验（Zendesk 优先或其他类似系统）
- 具备良好的英文书面和口头沟通能力
- 能够在既定指南范围内独立工作并做出判断
加分项
- 有支持基于订阅的产品的经验（如定期账单、续订、升级/降级）
查看英文原文
Company Overview
LevelUp is a specialist agency that provides outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with a variety of companies, providing valuable technical, operational, and back-office support. We have a large team of skilled and passionate professionals who are committed to delivering high-quality work for our clients.
Position Overview
We're looking for a Senior Billing Escalations Representative to join our support team.
This role is the go-to point of contact for escalated billing issues, handling day-to-day escalations, and jumping into live chat and ticket queues during high-volume periods. We're looking for someone who genuinely loves solving problems, who thrives under pressure, and who takes pride in making sure both customers and teammates feel heard and supported.
Reference: 2638-049925
Responsibilities
- Serve as the primary point of contact for escalated billing and customer issues, resolving them directly or coordinating with the right internal team until they're closed out
- Monitor requests and questions raised by Level 1 support reps and provide guidance, or step in directly when needed
- Jump into live chat and ticket queues during peak volume to support the broader team
- Investigate and resolve technical billing issues, such as invoice discrepancies, incorrect billing cycles, or pricing/proration errors, and other billing problems that require deeper troubleshooting
- De-escalate frustrated or dissatisfied customers while maintaining a calm, solutions-focused approach
- Own day-to-day queue management and light administrative tasks, including ensuring tickets are assigned correctly, opened on schedule, tracked against SLA, and so on.
Requirements
- 4+ years of experience in customer support, billing, or escalations
- Demonstrated experience handling escalations and acting as a point of contact for high-priority or sensitive issues
- Prior experience in a live chat and/or ticket-based support environment (calls are not part of this role)
- Experience working with Netsuite as an ERP system.
- Experience working with helpdesk software (Zendesk preferred or similar)
- Strong written and verbal English communication skills
- Comfortable working independently and making judgment calls within established guidelines
Nice to Have
- Experience supporting subscription-based products (recurring billing, renewals, upgrades/downgrades)
- Experience working with Salesforce at a basic, end-user level
- Background working at a web hosting company or in a similar hosting/infrastructure-adjacent role
More Information:
- This is a fully remote position with a standard 40-hour fixed-schedule work week.
- Working Schedule - team member should support US Central time
- Monday - Friday; 7:00 PM – 4:00 AM Philippine Time to allow direct daily overlap with the Senior Manager.
- Potentially transition to a full US shift / Philippine Graveyard; 10:00 PM – 7:00 AM Philippine Time.
- Holiday Observance: Philippines Holidays.
- With HMO + 13th month pay
- Equipment provided
Originally posted on Himalayas