📍 Job Overview

Job Title: Customer Support Specialist - (IGT1 Lanka: Billtrust)
Company: IGT1 Lanka (Billtrust)
Location: Colombo, Sri Lanka
Job Type: Full-time
Category: Customer Support & Technical Support
Date Posted: July 4, 2025
Experience Level: Mid-level (2-5 years)
Remote Status: On-site

🚀 Role Summary

Act as the first point of contact for B2B customers, providing technical support and troubleshooting for Billtrust's SaaS products.
Collaborate with cross-functional teams to enhance the overall customer experience and improve products based on customer feedback.
Proactively identify opportunities to improve products and processes, driving innovation and continuous improvement.

📝 Enhancement Note: This role requires a strong customer focus, technical aptitude, and excellent communication skills to succeed in a fast-paced, dynamic environment.

💻 Primary Responsibilities

Customer Support:
- 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.
- Provide technical support or assistance for incoming issues and concerns related to Billtrust software and systems.
Collaboration & Improvement:
- Work with cross-functional teams, including Account Management, Customer Value Management, and Product Development, to address customer needs and enhance the overall customer experience.
- Proactively identify opportunities to improve products and processes based on customer feedback to enhance the user experience.
- Analyze and report product malfunctions, and document internal procedures to maintain daily performance of the Billtrust applications.
Problem-Solving & Knowledge Sharing:
- Work through the process of solving problems with clients, encouraging them to do the same in the future.
- Run diagnostics to resolve problems and train incoming staff.
- Participate in keeping the knowledge base up to date, ensuring the knowledge is spread and available for colleagues and new on boarders.
- Report significant or recurring problems to the DevOps teams and gather feedback to identify issues and patterns so that they can be resolved, or FAQs can be provided to clients to help them troubleshoot the problem themselves.

📝 Enhancement Note: This role requires strong analytical and troubleshooting skills, with the ability to come up with creative solutions and effectively communicate complex problems to both business and technical departments.

🎓 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.
Basic to 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 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.
Working on EU / US shift hours (Eastern / Mountain Time).

📝 Enhancement Note: Candidates with experience in a support or project role related to SaaS or data management solutions, as well as those with a background in fintech or finance, may find this role particularly suitable.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong problem-solving skills and customer support experience through relevant case studies or examples.
Showcase your ability to work with customers to understand their needs and provide tailored solutions.
Highlight your experience with SaaS products and your ability to learn and adapt to new technologies quickly.

Technical Documentation:

Provide examples of your technical documentation, such as knowledge base articles or internal process documents.
Demonstrate your ability to analyze and report product malfunctions and collaborate with cross-functional teams to resolve issues.

📝 Enhancement Note: While a web portfolio is not explicitly required for this role, demonstrating your technical support and problem-solving skills through relevant examples can strengthen your application.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not explicitly stated. However, based on market research and the required skills, the estimated salary range for a mid-level Customer Support Specialist in Colombo, Sri Lanka, is approximately LKR 80,000 - 120,000 per month.

Benefits:

Competitive salary and benefits package.
Opportunities for professional development and growth within a rapidly growing company.
A dynamic and inclusive work environment that champions diversity, teamwork, and continuous learning.
The chance to work with international clients and make a global impact.

Working Hours: The working hours for this role are 40 hours per week, with the possibility of working on EU / US shift hours (Eastern / Mountain Time).

📝 Enhancement Note: The salary range provided is an estimate based on market research and should be verified with the hiring organization. Benefits may vary and should be confirmed with the company.

🎯 Team & Company Context

🏢 Company Culture

Industry: IGT1 Lanka operates in the technology and talent solutions industry, focusing on offshore delivery and scaling operations for global businesses.

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

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. It is also a sister company of IFS, Sri Lanka's largest and most established technology company.

Team Structure:

The Customer Support team 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 expected to be collaborative, supportive, and focused on driving innovation and continuous improvement.

Development Methodology:

IGT1 Lanka follows an agile development methodology, with a focus on customer-centric design and continuous improvement.
The company encourages a culture of innovation, with a strong emphasis on learning and adaptation.

Company Website: IGT1 Lanka

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

📈 Career & Growth Analysis

Customer Support & Technical Support Career Level: This role is a mid-level position, requiring proven experience in a technical support role and strong analytical and troubleshooting skills. The ideal candidate will have a passion for helping others and a commitment to providing exceptional customer service.

Reporting Structure: The Customer Support Specialist will report directly to the Customer Support Manager and work closely with cross-functional teams, including Account Management, Customer Value Management, and Product Development.

Technical Impact: The Customer Support Specialist will have a direct impact on the customer experience, driving customer satisfaction and retention through effective problem-solving and support. They will also play a crucial role in identifying opportunities for product improvement and driving innovation.

Growth Opportunities:

Career Progression: With proven success in the Customer Support Specialist role, there may be opportunities for career progression into senior support roles, team leadership, or other areas of the business, such as Account Management or Product Development.
Technical Skill Development: The role offers the opportunity to develop and enhance technical support skills, as well as gain exposure to a wide range of SaaS products and technologies.
Global Impact: Working with international clients, the Customer Support Specialist will have the opportunity to make a global impact and gain experience working in a multicultural environment.

📝 Enhancement Note: IGT1 Lanka's growth opportunities are tailored to the individual's skills, experience, and career aspirations, with a focus on driving continuous learning and development.

🌐 Work Environment

Office Type: IGT1 Lanka's office is located in Port City Colombo, offering a modern and collaborative work environment with state-of-the-art facilities and amenities.

Office Location(s): Port City Colombo, Sri Lanka.

Workspace Context:

Collaborative Workspace: The office is designed to foster collaboration and teamwork, with open-plan workspaces and dedicated team areas.
Technology & Tools: The workspace is equipped with the latest technology and tools, including high-speed internet, multiple monitors, and testing devices, to ensure optimal performance and productivity.
Work-Life Balance: IGT1 Lanka encourages a healthy work-life balance, with flexible working hours and a focus on employee well-being.

Work Schedule: The working hours for this role are 40 hours per week, with the possibility of working on EU / US shift hours (Eastern / Mountain Time) to accommodate international clients.

📝 Enhancement Note: IGT1 Lanka's work environment is designed to support collaboration, innovation, and continuous learning, with a focus on driving employee engagement and satisfaction.

📄 Application & Technical Interview Process

Interview Process:

Initial Screening: A brief phone or video call to assess your communication skills and understanding of the role.
Technical Assessment: A hands-on assessment to evaluate your problem-solving skills, technical aptitude, and ability to work with customers to understand their needs.
Behavioral Interview: A structured interview focusing on your customer support experience, analytical skills, and ability to work effectively in a team.
Final Interview: A meeting with the hiring manager to discuss your fit for the role and the company culture.

Portfolio Review Tips:

Highlight your problem-solving skills and customer support experience through relevant case studies or examples.
Demonstrate your ability to work with customers to understand their needs and provide tailored solutions.
Showcase your technical support skills and experience with SaaS products.

Technical Challenge Preparation:

Familiarize yourself with Billtrust's SaaS products and their features.
Brush up on your SQL skills and be prepared to write basic queries to extract and manipulate data.
Review your problem-solving skills and be ready to walk through your approach to resolving technical issues with customers.

ATS Keywords: [Customer Support, Technical Support, SaaS, SQL, Problem-Solving, Troubleshooting, Customer Service, Agile, Collaboration, Teamwork, Global Impact, Customer Experience, Customer Satisfaction, Product Improvement, Innovation, Continuous Learning, Career Progression, Technical Skill Development, Global Impact, Customer Support Specialist, Mid-level, On-site]

📝 Enhancement Note: IGT1 Lanka's interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit, with a focus on finding the best candidate for the role and the company.

🛠 Technology Stack & Web Infrastructure

Customer Support & Technical Support Tools:

Customer Relationship Management (CRM): Salesforce (beneficial)
Project Management: Jira (beneficial)
SQL Database: MySQL, PostgreSQL, or other relational databases (basic to intermediate proficiency required)
Web Technologies: Basic knowledge or affinity for web technologies is beneficial, as the role may involve working with web-based SaaS products.

📝 Enhancement Note: While specific technology stacks are not explicitly stated, the role requires proficiency in SQL and basic knowledge or affinity for web technologies, with a focus on SaaS products and customer support tools.

👥 Team Culture & Values

Customer Support & Technical Support Values:

Customer Focus: IGT1 Lanka places a strong emphasis on customer satisfaction and retention, with a focus on driving exceptional customer experiences through effective problem-solving and support.
Collaboration: The company values a collaborative and inclusive work environment, with a focus on teamwork and continuous learning.
Innovation: IGT1 Lanka encourages a culture of innovation, with a strong emphasis on driving continuous improvement and driving global impact.
Integrity: The company values integrity and ethical behavior, with a commitment to conducting business in a transparent and responsible manner.

Collaboration Style:

Cross-Functional Collaboration: The Customer Support team 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.
Knowledge Sharing: IGT1 Lanka encourages a culture of knowledge sharing, with a focus on continuous learning and development.
Mentoring & Coaching: The company offers opportunities for mentoring and coaching, with a focus on driving employee growth and development.

📝 Enhancement Note: IGT1 Lanka's team culture emphasizes collaboration, innovation, and continuous learning, with a focus on driving exceptional customer experiences and global impact.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Support: The role may involve handling complex customer inquiries and technical issues, requiring strong problem-solving skills and the ability to work with customers to understand their needs.
Product Knowledge: The Customer Support Specialist must have a deep understanding of Billtrust's SaaS products and their features, as well as the ability to learn and adapt to new technologies quickly.
Time Management: The role requires excellent time management skills and the ability to prioritize competing project demands efficiently and effectively in a fast-paced environment.

Learning & Development Opportunities:

Product Training: IGT1 Lanka offers comprehensive training on Billtrust's SaaS products and their features, as well as ongoing professional development opportunities.
Certifications: The company supports employees in pursuing relevant certifications and professional development opportunities.
Conferences & Events: IGT1 Lanka encourages employees to attend industry conferences and events to stay up-to-date with the latest trends and best practices in customer support and technical support.

📝 Enhancement Note: IGT1 Lanka's challenges and growth opportunities are tailored to the individual's skills, experience, and career aspirations, with a focus on driving continuous learning and development.

💡 Interview Preparation

Technical Questions:

Customer Support: Be prepared to discuss your experience handling complex customer inquiries and technical issues, as well as your approach to working with customers to understand their needs.
Product Knowledge: Brush up on your knowledge of Billtrust's SaaS products and their features, and be ready to demonstrate your ability to learn and adapt to new technologies quickly.
Problem-Solving: Review your problem-solving skills and be ready to walk through your approach to resolving technical issues with customers.

Company & Culture Questions:

Customer Focus: Be prepared to discuss your commitment to providing exceptional customer service and driving customer satisfaction and retention.
Collaboration: Demonstrate your ability to work effectively in a team and collaborate with cross-functional teams to address customer needs and enhance the overall customer experience.
Innovation: Showcase your passion for driving continuous improvement and innovation in customer support and technical support.

Portfolio Presentation Strategy:

Case Studies: Highlight your problem-solving skills and customer support experience through relevant case studies or examples.
Technical Support: Demonstrate your ability to work with customers to understand their needs and provide tailored solutions, as well as your technical support skills and experience with SaaS products.
Product Knowledge: Showcase your deep understanding of Billtrust's SaaS products and their features, as well as your ability to learn and adapt to new technologies quickly.

📝 Enhancement Note: IGT1 Lanka's interview preparation is designed to assess your technical skills, problem-solving abilities, and cultural fit, with a focus on finding the best candidate for the role and the company.

📌 Application Steps

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

Submit Your Application: Click on the application link provided and submit your resume and cover letter.
Prepare for Technical Assessment: Familiarize yourself with Billtrust's SaaS products and their features, brush up on your SQL skills, and review your problem-solving skills.
Research the Company: Learn about IGT1 Lanka's company culture, values, and mission, and be prepared to discuss how your skills and experience align with the role and the company.
Prepare for Behavioral Interview: Reflect on your customer support experience, analytical skills, and ability to work effectively in a team, and be ready to discuss your approach to problem-solving and customer service.

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

Customer Support Specialist - (IGT1 Lanka: Billtrust)