Customer Support, Associate

2 days ago

Ho Chi Minh City Metropolitan Area, Vietnam Findicia Full time

The Customer Support will provide support to clients and Sales on billing-related matters in a highly technical environment. The position is responsible for handling a wide range of billing queries on various products that facilitate the M&A lifecycle. This is a position requiring a professional mix of fintech and interpersonal skills.

Responsibilities:

  • Provide support by assisting customers, Sales, and other stakeholders with simple to moderately complex billing-related questions and problems.
  • Analyze basic customer requests and engage various internal departments (Collections, Client Services, Sales Revenue & Enablement, Sales, Accounts Receivable, Legal etc.) to provide appropriate responses.
  • Route issues the Billing Support Specialist is unable to resolve to the appropriate person or team for timely resolution.
  • Provide copies of invoices, summary of invoices (SOI) and cost to date (CTD) using Microsoft Excel & Salesforce systems.
  • Receive customer purchase order numbers (POs) and perform routine analysis and follow-up to correlate to customer invoices.
  • Assist with general Finance inquiries and other administrative tasks (e.g. handling W9 forms)
  • Apply functional knowledge to ensure deliverables for customers are accurate and timely.
  • Capture all service requests, interactions, and communications in Salesforce Service Cloud.
  • Build positive relationships with Clients, Sales, and other internal departments.
  • Additional duties as requested from time to time.

Education:

  • Bachelors degree in Business Administration, Accounting, or Finance or related field

Experience:

  • 1-2 years related experience in a billing support or customer service experience.
  • Knowledge of Salesforce (or similar CRM)
  • Excel experience (formulas, pivot tables, etc.)
  • Strong analytical and problem-solving skills with high learning agility.
  • Proven ability to multitask in a time-sensitive and deadline-driven work environment.
  • Strong communication skills, especially in explaining technical terms in a way non-technical individuals can understand.
  • Ability to work well in a team collaboration environment.
  • Excellent organizational skills and attention to detail.
  • Knowledge of M&A, financial or legal sectors an advantage, but not essential

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