Customer Support Specialist – Expense & Corporate Cards (US)

Role Overview:

ITILITE is looking for an enthusiastic and user oriented Customer Support Specialist to join our Expense & Corporate Cards Support team. This role is essential for delivering an exceptional user experience by assisting users with their expense management and corporate card related queries.

You will be the first point of contact for users, and are expected to provide top-tier support via chat, email, and calls. You will need to collaborate extensively with Product, Technology, and Customer Success teams to resolve issues. This role will also offer you a growth opportunity into a Customer Success or Product Support role, based on your interest and skills.

Key Responsibilities:

● Provide high quality support to users through calls, chats, and emails.

● Maintain short turnaround time in resolving user queries, and high adherence to SLAs.

● Troubleshoot user queries using Product Knowledge, and Analytical skills

● Guide users on navigating the platform; Create Product help videos and user guides for self-serve onboarding and troubleshooting

● Collaborate with Product, Technology and Account Management teams to understand and resolve user issues

● Analyze recurring user queries & issues to formulate suggestions for Product & Technology team to work on.

● Uphold a professional and empathetic approach in all user interactions, building trust and user satisfaction.

Qualifications:

● 3 to 5 years of experience in Customer Support at a company that offers expense management, or Corporate Card products; experience support US or European users is a plus

● Excellent communication skills (over chat, email, and call)

● High affinity for Technology, and technical aptitude for understanding and troubleshooting issues in a Software

● Basic knowledge of reimbursement policies and approvals, and reimbursement accounting process is a plus.

● Strong analytical skills

● Comfortable working in a fast-paced company, with an evolving product and job asks

● Bachelor's degree in Engineering, Business Administration, Accounting, Finance or a related faculty