Overview

Work-from-home locations limited to residents in the following states only:
CA, GA, IL, OK, CO, VA

About Bill.com:
Bill.com is the leading business payments network, with over 1,000,000 members paying and getting paid over $25 billion per year in volume. Bill.com saves companies more than 50% of the time typically spent on financial back-office operations by automating end-to- end processes.  Bill.com ties together finance and accounting programs, banks, customers, vendors, accounting professionals, and documents.  The company is the choice of 3 of the top 10 U.S. banks and over 50% of the top 100 accounting firms. The recipient of more than 43 awards, Bill.com was recently recognized as one of the San Francisco Business Time’s Most Innovative Companies and proudly received a PC Magazine’s Editor’s Choice Award.

Mission:
To educate and deliver high-quality, accurate, and friendly support to customers on the Bill.com platform.

Professional experience/skills to be successful in this role:

Required

  • Software support experience via chat, email, or phone or equivalent experience in a customer service field
  • Strong work experience with problem solving and complex troubleshooting
  • Proven ability to multi-task and resolve high volume of customer contacts
  • Strong listening skills to be able to understand, empathize and resolve customer issues
  • MS Office (basic Excel/Word/PP) experience
  • Intermediate knowledge with common browsers: Chrome, Firefox, IE, Safari (ie. deleting cookies, clearing cache, etc..)
  • Ability to type over 50 words per minute
  • Must have at least 10mbps high speed internet at home and a quiet workspace free of noise and distractions
  • Available to work weekdays between the hours of 5am-6pm PT (40 hours/week)

Strongly Preferred

  • Experience supporting customers in a Software as a Service (SaaS) environment
  • Financial technology experience (B2B preferred)
  • Banking or accounting experience
  • Bachelor’s degree

Competencies (attributes needed to be successful in this role):

  • Functional/Technical Expertise
  • Learning Abilities/Tech Savvy
  • Values
  • Communication
  • Team Player

Expected Outcomes in 6 months:

  • Achieve Bill.com Product Expert Certification
  • Maintain Customer Satisfaction score and chat acceptance rate of of 95% or above
  • Handle 3 customer chats simultaneously
  • Achieve and sustain a Quality Assurance score of 8+ points
  • Achieve an average response rate of <60 seconds in chat

Bill.com Culture:

  • Humble – No ego
  • Fun –  Celebrate the moments
  • Authentic – We are who we are
  • Passionate – Love what you do
  • Dedicated – To each other and the customer