Support Specialist

We are seeking a highly skilled and customer-focused Support Specialist (Tier I) to support the Customer Success organization. This role serves as the first point of contact for customer support requests and plays an important role in delivering a positive customer experience by resolving Tier I issues, triaging customer inquiries, and ensuring timely escalation of more complex requests. The ideal candidate is proactive, organized, and committed to delivering exceptional service while collaborating across teams to maintain the high standards of responsiveness, professionalism, and operational excellence that define InvoiceCloud's culture. This position supports customers using the InvoiceCloud platform by helping them navigate the Biller Portal, understand InvoiceCloud products and services, generate reports, and perform approved system changes. Responsibilities also include documenting customer interactions, maintaining accurate case information and contributing to efficient issue resolution.

Success Profile:

This role is anchored in our company's core competencies. These competencies reflect the mindsets and behaviors that define success in this role. Below is how each competency translates into meaningful impact and outcomes for this position.

Takes Ownership

Serve as the first point of contact for incoming customer calls, consistently answering support inquiries and delivering professional, timely assistance while maintaining established service expectations. Take ownership of incoming Tier I support tickets by accurately triaging requests, selecting appropriate case fields, documenting customer interactions, and ensuring issues are routed correctly when escalation is required. Develop expertise in InvoiceCloud products, services, internal systems, the Biller Portal, Customer Portal, CRM,



and Helpdesk through structured training, certification, continuous learning, and application of product knowledge to customer interactions. Use approved AI-assisted tools to summarize customer interactions, draft support responses, and identify recommended next steps while validating all outputs for accuracy, privacy, and compliance before communicating with customers.

Customer-Centric

Deliver an exceptional customer experience by helping billers navigate the InvoiceCloud platform, generate reports, understand product functionality, and perform approved system changes that enable successful use of InvoiceCloud solutions. Demonstrate sound judgment when determining whether customer issues can be resolved within Tier I expectations or require escalation to Tier II, ensuring customers receive timely and appropriate support. Build trust through clear, professional verbal and written communication while maintaining a customer-focused approach during every interaction. Partner effectively with team members and managers to expedite ticket resolution, communicate emerging issues, and report widespread customer-impacting incidents promptly to minimize disruption. Participate in ongoing education, internal training, and continuous learning to improve product knowledge, enabling consistent, high-quality customer support and reinforcing customer confidence in InvoiceCloud solutions.

Results-Driven





Meet established service expectations by answering at least 90% of incoming customer calls, efficiently triaging Tier I support requests, and maintaining accurate documentation within the ticketing system. Progressively achieve operational performance milestones by resolving Tier I support tickets independently, documenting all customer interactions, and meeting monthly ticket resolution goals as proficiency develops. Complete required onboarding, internal certifications, product training, quizzes, and continuous education while applying newly acquired knowledge to improve customer outcomes and operational effectiveness. Monitor individual performance metrics, review weekly ticket statistics, and continuously improve productivity, quality, and consistency while maintaining attention to detail and adherence to established support processes.

Requirements:

- Bachelors degree.
- Excellent written and verbal English communication skills.
- Demonstrated ability to learn and become proficient in InvoiceCloud products and services.
- Strong customer-focused mindset with a commitment to delivering high-quality customer service.
- Solid interpersonal skills and attention to detail.
- Self-starter with the ability to prioritize multiple tasks and achieve results as part of a high-performing team.
- Excellent organizational, planning, and time management skills.
- Experience using Microsoft Office applications.

Preferred Requirements:

- Experience using Salesforce.
- Experience supporting payment processing within a SaaS environment.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Support Specialist (Hyderabad)
🏢 Invoice Cloud
📍 Hyderabad