📍 Job Overview

Job Title: Customer Support Specialist - (IGT1 Lanka: Billtrust)
Company: IGT1 Lanka
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: Remote OK

🚀 Role Summary

Customer-Centric Support: Act as the first point of contact for B2B customers, providing prompt and professional assistance for technical issues and questions.
Product Advocacy: Help customers use Billtrust's SaaS products by providing advice on their functions and back-end operations.
Collaborative Problem-Solving: Work with cross-functional teams to address customer needs, enhance the overall customer experience, and improve products and processes.
Proactive Issue Resolution: Identify and report product malfunctions, gather feedback, and help troubleshoot recurring problems.

📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and the ability to thrive in a fast-paced, collaborative environment. Familiarity with SaaS products and a basic understanding of web technologies will be beneficial.

💻 Primary Responsibilities

Customer Communication: Respond promptly and professionally to customer inquiries via email and phone, prioritizing according to the urgency of the issue.
Product Guidance: Assist customers in using specific features and provide guidance on the software's functionalities.
Issue Analysis & Resolution: Analyze and report product malfunctions, and work through the process of solving problems with clients.
Knowledge Base Management: Maintain and update the knowledge base, ensuring the information is spread and available for colleagues and new on boarders.
Team Collaboration: Work with internal teams, including Account Management, Customer Value Management, and Product Development, to address customer needs and enhance the overall customer experience.

🎓 Skills & Qualifications

Education: A bachelor's degree is preferred, but not strictly 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.
Intermediate proficiency in SQL or a comparable programming language.
Strong analytical and troubleshooting skills, with the ability to come up with creative 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 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.
Working on US shift hours (Eastern / Mountain Time).

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong communication skills through case studies or testimonials showcasing successful customer support interactions.
Highlight problem-solving abilities by presenting examples of complex issues resolved and the steps taken to address them.
Showcase your understanding of SaaS products by providing examples of how you've helped customers leverage specific features to improve their experience.

Technical Documentation:

Provide examples of well-documented troubleshooting processes or knowledge base articles you've created.
Demonstrate your ability to analyze and report product malfunctions by presenting case studies or reports.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not explicitly stated. However, based on industry standards for customer support specialists in Sri Lanka, the estimated salary range is LKR 60,000 - 120,000 per month.

Benefits:

Working on US shift hours (Eastern / Mountain Time) may provide opportunities for career growth and exposure to international markets.
IGT1 Lanka offers a people-first culture that champions diversity, teamwork, and continuous learning, creating an environment where talent thrives.

Working Hours: The role requires working on US shift hours (Eastern / Mountain Time), which typically translates to a work schedule of 8 hours per day, Monday to Friday.

🎯 Team & Company Context

Company Culture:

Industry: IGT1 Lanka is a rapidly growing offshore technology and talent solutions company based in Port City Colombo, focusing on scaling operations, accelerating innovation, and building world-class SaaS platforms through high-quality offshore delivery.
Company Size: IGT1 Lanka has a team of over 400 professionals and is always looking for passionate, skilled individuals to join their growing team.
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 at IGT1 Lanka works closely with cross-functional teams, including Account Management, Customer Value Management, and Product Development, to address customer needs and enhance the overall customer experience.
The team is embedded within the team of one of IGT1 Lanka's esteemed international clients, contributing directly to high-impact, enterprise-level initiatives.

Development Methodology:

IGT1 Lanka follows a customer-centric approach to product development, continuously gathering feedback and improving their SaaS products to meet the diverse needs of their B2B customers.
The company champions a people-first culture that encourages continuous learning and teamwork, creating an environment where talent thrives.

Company Website: IGT1 Lanka

📝 Enhancement Note: IGT1 Lanka's focus on a people-first culture, continuous learning, and teamwork creates an ideal environment for customer support specialists to grow and succeed. The company's commitment to customer-centric product development ensures that the support team plays a crucial role in driving the success of their SaaS products.

🌐 Work Environment

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

Office Location(s): Colombo, Sri Lanka

Workspace Context:

IGT1 Lanka's office provides a collaborative workspace with state-of-the-art facilities, including multiple monitors and testing devices, to ensure that customer support specialists can provide the best possible service to their clients.
The office is designed to encourage cross-functional collaboration between developers, designers, and stakeholders, fostering a culture of continuous learning and improvement.

Work Schedule: The role requires working on US shift hours (Eastern / Mountain Time), which typically translates to a work schedule of 8 hours per day, Monday to Friday. This schedule may provide opportunities for career growth and exposure to international markets.

📝 Enhancement Note: IGT1 Lanka's modern and collaborative work environment, along with its focus on customer-centric product development, creates an ideal setting for customer support specialists to thrive and make a significant impact on the company's success.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess your communication skills, English proficiency, and understanding of the role.
Technical Assessment: A hands-on assessment to evaluate your problem-solving skills, analytical thinking, and ability to troubleshoot technical issues.
Behavioral Interview: A discussion to understand your approach to customer support, teamwork, and problem-solving.
Final Interview: A conversation with the hiring manager or a panel to discuss your fit for the role and the company culture.

Portfolio Review Tips:

Highlight your strong communication skills through case studies or testimonials showcasing successful customer support interactions.
Present examples of complex issues you've resolved, demonstrating your problem-solving abilities and attention to detail.
Showcase your understanding of SaaS products by providing examples of how you've helped customers leverage specific features to improve their experience.

Technical Challenge Preparation:

Familiarize yourself with the Billtrust software and its functionalities, as you may be asked to demonstrate your ability to navigate the platform and assist customers with its features.
Brush up on your SQL skills, as you may be required to analyze and report product malfunctions or troubleshoot database-related issues.
Prepare for behavioral questions that assess your approach to customer support, teamwork, and problem-solving.

ATS Keywords: Customer Support, Technical Support, SaaS, SQL, Troubleshooting, Problem-Solving, Communication Skills, Teamwork, Customer Experience, Customer-Centric, Product Advocacy, Cross-Functional Collaboration, Knowledge Base Management, Issue Resolution.

📝 Enhancement Note: IGT1 Lanka's interview process is designed to assess your communication skills, problem-solving abilities, and cultural fit. By preparing thoroughly and showcasing your relevant skills and experiences, you'll increase your chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Ticketing System: IGT1 Lanka uses a ticketing system to manage and track customer support requests. Familiarize yourself with the platform to ensure you can effectively manage and prioritize incoming issues.
CRM: IGT1 Lanka uses Salesforce as their CRM platform. Familiarize yourself with the platform to ensure you can effectively manage customer interactions and track support cases.
Project Management: IGT1 Lanka uses Jira for project management. Familiarize yourself with the platform to ensure you can effectively collaborate with cross-functional teams and track support cases.

Web Technologies:

Web Browsers: Familiarize yourself with popular web browsers, such as Google Chrome, Mozilla Firefox, and Safari, as you may be required to troubleshoot browser-related issues.
Web Technologies: A basic understanding of web technologies, such as HTML, CSS, and JavaScript, will be beneficial in troubleshooting web-related issues and providing guidance to customers on using specific features.

📝 Enhancement Note: Familiarizing yourself with IGT1 Lanka's customer support tools, as well as relevant web technologies, will be crucial in acing the technical assessment and demonstrating your ability to provide effective customer support.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: IGT1 Lanka places a strong emphasis on providing exceptional customer service and ensuring customer satisfaction. As a customer support specialist, you'll be expected to embody this customer-centric approach in all your interactions with clients.
Proactive Problem-Solving: IGT1 Lanka encourages its customer support team to be proactive in identifying and resolving issues before they become major problems. This approach helps to minimize customer frustration and maintain high levels of customer satisfaction.
Continuous Learning: IGT1 Lanka fosters a culture of continuous learning and improvement. As a customer support specialist, you'll be expected to stay up-to-date with the latest trends and best practices in customer support and to continuously improve your skills and knowledge.

Collaboration Style:

Cross-Functional Collaboration: IGT1 Lanka encourages collaboration between different teams, including customer support, account management, customer value management, and product development. As a customer support specialist, you'll work closely with these teams to address customer needs and enhance the overall customer experience.
Knowledge Sharing: IGT1 Lanka encourages knowledge sharing and collaboration among its customer support team members. As a customer support specialist, you'll be expected to contribute to the team's knowledge base and to share your expertise with your colleagues.

📝 Enhancement Note: IGT1 Lanka's customer-centric approach, emphasis on proactive problem-solving, and culture of continuous learning create an ideal environment for customer support specialists to grow and succeed. By embracing these values and collaborating effectively with cross-functional teams, you'll be well-positioned to make a significant impact on the company's success.

🛡️ Challenges & Growth Opportunities

Technical Challenges:

Product Familiarization: As a customer support specialist, you'll be required to quickly familiarize yourself with the Billtrust software and its functionalities. This may involve learning new tools, features, and workflows to provide effective support to customers.
Customer Education: IGT1 Lanka's customer base spans various industries and levels of technical proficiency. As a customer support specialist, you'll be required to effectively communicate complex technical concepts to customers with varying levels of understanding, ensuring that they can leverage the software's features to meet their business needs.
Issue Resolution: IGT1 Lanka's customer support team is responsible for resolving a wide range of technical issues, from software bugs and feature requests to user errors and configuration problems. As a customer support specialist, you'll be required to troubleshoot and resolve these issues efficiently and effectively.

Learning & Development Opportunities:

Product Training: IGT1 Lanka offers comprehensive training programs to help customer support specialists quickly familiarize themselves with the Billtrust software and its functionalities.
Cross-Functional Collaboration: By working closely with cross-functional teams, including account management, customer value management, and product development, you'll have the opportunity to learn about different aspects of the business and gain insights into the company's products and services.
Career Progression: IGT1 Lanka offers opportunities for career growth and progression within the customer support team and across the organization. By demonstrating your skills, expertise, and commitment to the company's values, you'll be well-positioned to take on new challenges and advance your career.

📝 Enhancement Note: IGT1 Lanka's technical challenges and learning opportunities provide customer support specialists with the chance to develop their skills, gain exposure to new technologies, and advance their careers. By embracing these challenges and seeking out opportunities for growth, you'll be well-positioned to succeed in the role and make a significant impact on the company's success.

💡 Interview Preparation

Technical Questions:

Product Familiarization: Be prepared to demonstrate your understanding of the Billtrust software and its functionalities. You may be asked to navigate the platform, explain its features, and troubleshoot common issues.
Troubleshooting Scenarios: Be prepared to discuss your approach to troubleshooting technical issues and to walk through your process for resolving complex problems.
Customer Education: Be prepared to discuss your approach to educating customers with varying levels of technical proficiency and to provide examples of how you've effectively communicated complex technical concepts to non-technical users.

Company & Culture Questions:

Customer-Centric Approach: Be prepared to discuss your understanding of IGT1 Lanka's customer-centric approach and to provide examples of how you've embodied this approach in your previous roles.
Proactive Problem-Solving: Be prepared to discuss your approach to proactive problem-solving and to provide examples of how you've identified and resolved issues before they became major problems.
Teamwork & Collaboration: Be prepared to discuss your approach to teamwork and collaboration, and to provide examples of how you've worked effectively with cross-functional teams to address customer needs and enhance the overall customer experience.

Portfolio Presentation Strategy:

Customer Support Case Studies: Highlight your strong communication skills through case studies or testimonials showcasing successful customer support interactions.
Problem-Solving Examples: Present examples of complex issues you've resolved, demonstrating your problem-solving abilities and attention to detail.
Product Familiarization: Showcase your understanding of the Billtrust software and its functionalities by providing examples of how you've helped customers leverage specific features to improve their experience.

📝 Enhancement Note: IGT1 Lanka's interview process is designed to assess your communication skills, problem-solving abilities, and cultural fit. By preparing thoroughly and showcasing your relevant skills and experiences, you'll increase your chances of success in the interview process.

📌 Application Steps

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

Submit Your Application: Visit the IGT1 Lanka careers page and follow the instructions to submit your application.
Prepare Your Portfolio: Highlight your strong communication skills through case studies or testimonials showcasing successful customer support interactions. Present examples of complex issues you've resolved, demonstrating your problem-solving abilities and attention to detail. Showcase your understanding of the Billtrust software and its functionalities by providing examples of how you've helped customers leverage specific features to improve their experience.
Optimize Your Resume: Tailor your resume to emphasize your relevant skills and experiences for the Customer Support Specialist role. Highlight your problem-solving abilities, communication skills, and experience with customer support tools and web technologies.
Prepare for the Interview: Familiarize yourself with the Billtrust software and its functionalities, as you may be asked to demonstrate your ability to navigate the platform and assist customers with its features. Brush up on your SQL skills, as you may be required to analyze and report product malfunctions or troubleshoot database-related issues. Prepare for behavioral questions that assess your approach to customer support, teamwork, and problem-solving.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with IGT1 Lanka before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, emphasizing communication skills, problem-solving abilities, and customer-centric approaches.
Include customer support tools, ticketing systems, and CRM platforms relevant to the role.
Address the unique challenges and opportunities faced by customer support specialists in a SaaS environment.

Quality Standards:

Ensure no content overlap between sections; each section must contain unique information.
Only include Enhancement Notes when making significant inferences about the customer support role, with clear reasoning based on industry standards and available information.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and web technology-related keywords throughout all sections naturally.

Industry Expertise:

Include specific customer support tools, ticketing systems, and CRM platforms relevant to the role.
Address customer support career progression paths and technical leadership opportunities within the customer support team.
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies.
Include customer support interview preparation and coding challenge guidance.
Emphasize customer support best practices, communication skills, and problem-solving methodologies.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support and web technology industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and user impact measurement.

Customer Support & Web Technology Emphasis:

Emphasize strong communication skills, problem-solving abilities, and customer-centric approaches throughout the document.
Include specific customer support tools, ticketing systems, and CRM platforms relevant to the role.
Address the unique challenges and opportunities faced by customer support specialists in a SaaS environment.
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies.
Include customer support interview preparation and coding challenge guidance.
Emphasize customer support best practices, communication skills, and problem-solving methodologies.

Avoid:

Generic business jargon not relevant to customer support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-customer support or web technology terminology unless relevant to the specific role.
Marketing language unrelated to customer support or web technology industry standards.

Customer Support Specialist - (IGT1 Lanka: Billtrust)