Customer Support Specialist - (IGT1 Lanka: Billtrust) at IFS

📍 Job Overview

Job Title: Customer Support Specialist - (IGT1 Lanka: Billtrust)
Company: IFS
Location: Colombo, Western Province, Sri Lanka
Job Type: Full-time
Category: Customer Support, Technical Support
Date Posted: 2025-07-31
Experience Level: 2-5 years
Remote Status: On-site (Colombo, Sri Lanka)

🚀 Role Summary

Customer-Centric Support: Act as the primary point of contact for B2B customers, addressing technical issues and queries promptly and professionally.
Collaborative Problem-Solving: Work cross-functionally with internal teams to enhance the overall customer experience and improve products and processes.
Data-Driven Insights: Analyze customer feedback and usage patterns to identify trends, provide insights, and drive product improvements.
Technical Troubleshooting: Diagnose and resolve technical issues related to Billtrust's SaaS products, ensuring high customer satisfaction.

📝 Enhancement Note: This role requires a strong balance of technical proficiency, customer focus, and collaborative skills to succeed in a fast-paced, customer-centric environment.

💻 Primary Responsibilities

Customer Support: Respond to customer inquiries via email and phone, prioritizing issues based on urgency, and providing timely and effective solutions.
Product Assistance: Help customers understand and utilize Billtrust's software features and back-end operations.
Troubleshooting: Investigate and resolve technical issues related to Billtrust software and systems, collaborating with internal teams as needed.
Process Improvement: Identify opportunities to enhance products and processes based on customer feedback and usage data.
Knowledge Management: Maintain and update internal documentation and knowledge base to ensure accurate and accessible information for colleagues and new hires.
Feedback Loop: Facilitate communication between customers and internal teams, ensuring customer needs are understood and addressed.

📝 Enhancement Note: This role involves a high degree of multitasking, prioritization, and adaptability to effectively manage competing demands and ensure customer satisfaction.

🎓 Skills & Qualifications

Education: Bachelor's degree preferred, but not required. Relevant work experience may be considered in lieu of formal education.

Experience: Proven experience in a technical support role, preferably within a SaaS company or related industry (2+ years preferred).

Required Skills:

Excellent English communication skills, both written and verbal.
Intermediate proficiency in SQL or a comparable programming language.
Strong analytical and troubleshooting skills, with the ability to come up with creative solutions.
Experience in a support or project role related to SaaS or data management solutions.
Excellent time management skills and the ability to prioritize competing project demands efficiently and effectively.
A passion for helping others and a commitment to providing exceptional customer service.
Ability to multitask and prioritize effectively in a fast-paced environment.
Strong communication skills, with the ability to present complex problems to both business and technical departments.
Excellent team player with a positive and supportive mindset.
Strong technical aptitude and the ability to quickly learn and understand software products.
Excellent listening skills to effectively identify the issues that users are facing.
Ability to work on multiple problems simultaneously while maintaining high attention to detail.
Basic knowledge or affinity for web technologies.

Preferred Skills:

Familiarity with SaaS, fintech, or finance.
Basic knowledge of HTTP(S) and SFTP.
Experience using Salesforce and/or Jira.

📝 Enhancement Note: Candidates with experience in a customer-facing role within a SaaS environment and a proven track record of driving customer satisfaction and process improvement will be highly valued.

📊 Web Portfolio & Project Requirements (N/A)

Note: This role does not require a web portfolio or project submissions, as it is focused on customer support and technical troubleshooting within a SaaS environment.

💵 Compensation & Benefits

Salary Range: LKR 80,000 - 120,000 per month (Estimated, based on market research and role requirements)

Benefits:

Competitive compensation and benefits package.
Opportunity to work with a global client base and gain international exposure.
Collaborative and supportive work environment, with a focus on continuous learning and growth.
Potential for career progression and skill development within a rapidly growing organization.

Working Hours: 40 hours per week, with the possibility of working on US shift hours (Eastern / Mountain Time).

📝 Enhancement Note: The salary range provided is an estimate based on market research and role requirements. Actual compensation may vary based on individual qualifications and company policy.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology and Talent Solutions

Company Size: Medium (400+ professionals)

Founded: IGT1 Lanka is a rapidly growing offshore technology and talent solutions company based in Port City Colombo, established as a fully owned subsidiary of IGT I Holdings Sweden AB.

Team Structure:

Collaborative and cross-functional teams, with a focus on customer-centric problem-solving.
Flat organizational structure, with opportunities for growth and development.
Strong emphasis on diversity, teamwork, and continuous learning.

Development Methodology:

Agile and iterative development processes, with a focus on customer feedback and continuous improvement.
Regular team meetings and stand-ups to ensure open communication and collaboration.
Strong emphasis on data-driven decision-making and customer-centric design.

Company Website: www.ifs.com

📝 Enhancement Note: IGT1 Lanka's company culture emphasizes collaboration, customer focus, and continuous learning, creating an environment where talent can thrive and make a global impact.

📈 Career & Growth Analysis

Customer Support Career Level: This role is well-suited for an experienced Customer Support Specialist looking to grow within a dynamic and customer-centric environment. The role offers opportunities for career progression and skill development, with the potential to move into more senior or specialist positions within the organization.

Reporting Structure: This role reports directly to the Customer Support Manager and works closely with cross-functional teams, including Account Management, Customer Value Management, and Product Development.

Technical Impact: As a Customer Support Specialist, you will have a direct impact on customer satisfaction and product improvement by identifying trends, providing insights, and driving process enhancements.

Growth Opportunities:

Career Progression: With experience and strong performance, there may be opportunities to move into more senior roles within the Customer Support or broader Technology teams.
Skill Development: The role offers opportunities to develop technical, analytical, and customer service skills, as well as exposure to a global client base.
Leadership Development: As you grow within the organization, there may be opportunities to take on leadership roles, mentoring new team members and driving team success.

📝 Enhancement Note: This role offers a unique opportunity to grow both personally and professionally within a dynamic and customer-centric environment, with the potential for career progression and skill development.

🌐 Work Environment

Office Type: Modern and collaborative office space in Port City Colombo, with state-of-the-art facilities and a focus on employee well-being.

Office Location(s): Colombo, Western Province, Sri Lanka

Workspace Context:

Collaborative Environment: Open-plan workspaces that encourage teamwork and collaboration.
Technological Infrastructure: Access to modern hardware, software, and tools to support productivity and innovation.
Work-Life Balance: Flexible work arrangements and a focus on work-life balance, with opportunities for remote work and flexible hours.

Work Schedule: Full-time, with the possibility of working on US shift hours (Eastern / Mountain Time) to support global clients.

📝 Enhancement Note: IGT1 Lanka's work environment is designed to foster collaboration, innovation, and employee well-being, with a focus on creating a positive and supportive workspace for all team members.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, cultural fit, and initial qualifications (15-30 minutes).
Technical Assessment: A hands-on assessment to evaluate problem-solving skills, technical aptitude, and customer focus (60-90 minutes).
Behavioral Interview: A discussion to understand your approach to customer support, problem-solving, and teamwork (45-60 minutes).
Final Interview: A meeting with the hiring manager or a panel to discuss your fit for the role, answer any remaining questions, and make a final decision (30-45 minutes).

Portfolio Review Tips: (N/A)

Technical Challenge Preparation:

Familiarize yourself with Billtrust's software and key features.
Brush up on your SQL skills and be prepared to write queries to extract and analyze data.
Practice active listening and customer-focused communication to effectively identify and address customer needs.

ATS Keywords: Customer Support, Technical Support, SaaS, SQL, Analytical Skills, Troubleshooting, Time Management, Communication Skills, Team Player, Technical Aptitude, Listening Skills, Web Technologies, Salesforce, Jira

📝 Enhancement Note: The interview process for this role is designed to assess your technical skills, customer focus, and cultural fit, with a strong emphasis on problem-solving, communication, and collaboration.

🛠 Technology Stack & Web Infrastructure (N/A)

Note: This role does not require a specific technology stack or web infrastructure knowledge, as it is focused on customer support and technical troubleshooting within a SaaS environment.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Always put the customer first, understanding their needs, and going above and beyond to ensure their satisfaction.
Proactive Problem-Solving: Take initiative in identifying and addressing customer issues, with a focus on prevention and continuous improvement.
Collaboration: Work closely with internal teams to ensure customer needs are understood and addressed effectively.
Continuous Learning: Stay up-to-date with industry trends and best practices, continuously improving your skills and knowledge.

Collaboration Style:

Cross-Functional Teamwork: Collaborate closely with internal teams, including Account Management, Customer Value Management, and Product Development, to ensure customer needs are met and products are improved.
Open Communication: Foster a culture of open and honest communication, with a focus on active listening and constructive feedback.
Knowledge Sharing: Encourage a culture of knowledge sharing and mentorship, with a focus on helping others grow and succeed.

📝 Enhancement Note: IGT1 Lanka's team culture emphasizes collaboration, customer focus, and continuous learning, creating an environment where talent can thrive and make a global impact.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Focus: Maintain a strong customer focus while balancing multiple priorities and competing demands.
Problem-Solving: Develop creative and effective solutions to technical issues, with a focus on customer satisfaction and process improvement.
Data Analysis: Extract and analyze data to identify trends, provide insights, and drive product enhancements.
Communication: Effectively communicate complex technical concepts to both business and technical stakeholders.

Learning & Development Opportunities:

Technical Skills: Develop your technical skills and expertise in SQL, customer support, and SaaS environments.
Customer Service: Enhance your customer service skills and gain experience working with a global client base.
Leadership Development: Take on leadership roles and mentor new team members, driving team success and growth.

📝 Enhancement Note: This role offers a unique opportunity to grow both personally and professionally within a dynamic and customer-centric environment, with the potential for career progression and skill development.

💡 Interview Preparation

Technical Questions:

Customer Support Scenario: Describe a challenging customer support scenario you've faced in the past and how you resolved it. What was the outcome, and what did you learn from the experience?
Technical Troubleshooting: Walk us through your process for diagnosing and resolving a technical issue related to a SaaS product. How do you ensure the customer is satisfied with the resolution?
Data Analysis: Explain how you would use SQL to extract and analyze data from a customer support ticketing system. What insights would you look to gain, and how would you present your findings to stakeholders?

Company & Culture Questions:

Customer Support Philosophy: How do you approach customer support, and what do you believe makes for exceptional customer service?
Teamwork: Describe a time when you worked collaboratively with a team to achieve a common goal. What was your role, and what was the outcome?
Adaptability: How do you approach change and adaptability in a fast-paced, customer-centric environment? Provide an example of a time when you had to adapt quickly to a new situation or challenge.

Portfolio Presentation Strategy: (N/A)

📝 Enhancement Note: The interview process for this role is designed to assess your technical skills, customer focus, and cultural fit, with a strong emphasis on problem-solving, communication, and collaboration.

📌 Application Steps

To apply for this Customer Support Specialist - (IGT1 Lanka: Billtrust) position:

Submit your application through the application link provided.
Tailor your resume and cover letter to highlight your relevant experience, skills, and customer support achievements.
Prepare for the interview process by reviewing the job description, practicing common customer support scenarios, and familiarizing yourself with Billtrust's software and key features.
Research IGT1 Lanka and Billtrust to understand their products, services, and company culture, and be ready to discuss how your skills and experience make you a strong fit for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Specialist - (IGT1 Lanka: Billtrust)