📍 Job Overview

Job Title: Customer Support Specialist - (IGT1 Lanka: Billtrust)
Company: IGT1 Lanka
Location: Colombo, Sri Lanka
Job Type: Full-time
Category: Customer Support & Technical Support
Date Posted: 2025-06-12
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

Serve as the first point of contact for B2B customers, addressing technical issues and inquiries.
Collaborate with cross-functional teams to enhance the overall customer experience.
Provide technical support and assistance for Billtrust software and systems.
📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and the ability to work effectively with both technical and non-technical stakeholders.

💻 Primary Responsibilities

Respond promptly and professionally to customer inquiries via email and phone, prioritizing according to the urgency of the issue.
Help customers use Billtrust's SaaS products by providing advice on their functions and back-end operations.
Collaborate with cross-functional teams to address customer needs and improve the overall customer experience.
Identify opportunities to improve products and processes based on customer feedback.
Document internal procedures and maintain daily performance of Billtrust applications.
📝 Enhancement Note: This role involves a high degree of multitasking and prioritization, as well as the ability to manage competing project demands efficiently and effectively.

🎓 Skills & Qualifications

Education: A Bachelor's degree is preferred, but not required.

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.
Strong analytical and troubleshooting skills, with the ability to come up with creative solutions.
Excellent time management skills and the ability to prioritize effectively.
A passion for helping others and a commitment to providing exceptional customer service.
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 support or project role related to SaaS or data management solutions will be highly valued.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role.

Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified. However, based on market research, the average salary for a Customer Support Specialist in Colombo, Sri Lanka, is approximately LKR 80,000 - 120,000 per month.

Benefits:

Competitive salary and benefits package.
Opportunity to work with a global client and gain international exposure.
A dynamic and inclusive work environment that champions diversity, teamwork, and continuous learning.
📝 Enhancement Note: The specific benefits package is not outlined in the job listing. However, given the company's focus on employee development and growth, it can be inferred that the benefits package is competitive and comprehensive.

Working Hours: The role requires working on EU / US shift hours (Eastern / Mountain Time).

🎯 Team & Company Context

🏢 Company Culture

Industry: IGT1 Lanka operates in the technology and talent solutions industry, providing offshore delivery services for global businesses.

Company Size: IGT1 Lanka is a rapidly growing offshore technology and talent solutions company with a team of over 400 professionals.

Founded: IGT1 Lanka is a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world's leading private equity firms; EQT Group, Hg, and TA Associates.

Team Structure:

The Customer Support team works closely with cross-functional teams, including Account Management, Customer Value Management, and Product Development.
The team is responsible for providing exceptional customer service and technical support to Billtrust's B2B customers.

Development Methodology:

IGT1 Lanka follows a customer-centric approach, focusing on understanding and addressing customer needs.
The company employs agile methodologies to drive continuous improvement and innovation.

Company Website: IGT1 Lanka

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry to mid-level position in the customer support career path. It offers an excellent opportunity to gain experience in technical support and customer service within a global SaaS environment.

Reporting Structure: The Customer Support Specialist reports directly to the Customer Support Manager.

Technical Impact: This role has a direct impact on customer satisfaction and retention, as well as the overall success of Billtrust's products and services.

Growth Opportunities:

Opportunities for career progression within the Customer Support team or into other roles within the organization, such as Technical Support Engineer or Customer Success Manager.
Opportunities for professional development and skill enhancement through training and mentorship programs.

🌐 Work Environment

Office Type: IGT1 Lanka's office is located in Port City Colombo, offering a modern and collaborative work environment.

Office Location(s): Colombo, Sri Lanka

Workspace Context:

The workspace is designed to foster collaboration and teamwork, with open-plan offices and dedicated team spaces.
The office is equipped with state-of-the-art technology and tools to support the team's work.

Work Schedule: The role requires working on EU / US shift hours (Eastern / Mountain Time), with a flexible work schedule that may include evenings and weekends.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screening to assess communication skills and cultural fit.
Technical assessment to evaluate problem-solving skills and understanding of software products.
Final interview with the Customer Support Manager to discuss the role and company culture in more detail.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation:

Brush up on SQL skills and be prepared to demonstrate proficiency in troubleshooting and data analysis.
Familiarize yourself with the Billtrust software and its features.
Prepare examples of how you have handled challenging customer situations in the past.

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

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable for this role.

Backend & Server Technologies: Not applicable for this role.

Development & DevOps Tools: Not applicable for this role.

👥 Team Culture & Values

Customer Support Values:

Customer-centric approach, with a focus on understanding and addressing customer needs.
Excellent communication and listening skills.
Strong problem-solving skills and the ability to think creatively.
A passion for helping others and a commitment to providing exceptional customer service.

Collaboration Style:

The Customer Support team works closely with cross-functional teams to address customer needs and improve the overall customer experience.
The team employs a collaborative approach, with regular team meetings and knowledge-sharing sessions to ensure that everyone is up-to-date on the latest developments and best practices.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling complex customer issues and finding creative solutions.
Managing multiple customer inquiries simultaneously while maintaining high attention to detail.
📝 Enhancement Note: This role may present challenges in managing competing project demands and prioritizing effectively in a fast-paced environment.

Learning & Development Opportunities:

Opportunities for professional development and skill enhancement through training and mentorship programs.
Exposure to a global client and international work environment.
📝 Enhancement Note: The specific learning and development opportunities are not outlined in the job listing. However, given the company's focus on continuous learning and growth, it can be inferred that there are numerous opportunities for professional development.

💡 Interview Preparation

Technical Questions:

Be prepared to discuss your experience with customer support and technical troubleshooting.
Demonstrate your problem-solving skills and ability to think creatively.
Prepare examples of how you have handled challenging customer situations in the past.

Company & Culture Questions:

Research IGT1 Lanka and Billtrust to demonstrate your understanding of the company and its products.
Prepare questions to ask the interviewer about the company culture and growth opportunities.

Portfolio Presentation Strategy: Not applicable for this role.

📌 Application Steps

To apply for this Customer Support Specialist position:

Submit your application through the application link provided.
Tailor your resume to highlight your relevant experience and skills in customer support and technical troubleshooting.
Prepare for the technical assessment by brushing up on your SQL skills and familiarizing yourself with the Billtrust software.
Research IGT1 Lanka and Billtrust to demonstrate your understanding of the company and its products.

⚠️ 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)