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Billing Support Specialist

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POST DATE 12/10/2019
END DATE 1/15/2020

Salesforce.com Austin, TX

Location
Austin, TX
AJE Ref #
585782590
Job Classification
Full Time
Job Type
Regular
Company Ref #
JR54596
Experience
Mid-Career (2 - 15 years)

JOB DESCRIPTION

JOB CATEGORY

Products and Technology

JOB DETAILS

This role is a critical part of Heroku Business Operations, which manages all of the back office operational functions for Heroku. Each month, we charge thousands of customers who utilize the Heroku platform for their business critical applications. In this role you will manage all aspects of Heroku s online billing support program.

RESPONSIBILITIES INCLUDE:

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Support our customers:

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Resolve billing questions and issues
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Responding to suspension concerns and account delinquency
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Closing/Transferring accounts
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Being a customer advocate by sharing suggestions on how to make the platform work better
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Identify ways to improve customer support
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Help develop new and improve existing customer responses
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Maintain, update, and create knowledge base articles for internal and external users

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Support internal teams:

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Work with other teams to support a customer in achieving full problem resolution
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Review credits and credit programs
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Issue Refunds
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Answer billing-related inquiries
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Identify customer issues and work with engineering teams to address those issues
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Work with engineers on developing and improving new and existing billing features and internal applications

MUST HAVES:

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Minimum 2 years experience in a customer-facing billings support position
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Excellent internal communications skills via email, Slack, etc.
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Ability to write clear, concise emails with a friendly, professional tone
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Ability to focus on daily tasks as well as keep a high-level view and understanding of current processes to help identify issues
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Comfortable working both alone and with teams
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Available to travel up to two times a year for week-long team offsites
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You possess world-class communication skills, especially in writing
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You have code or scripting experience (proficiency in any language will get you in the door, though you'll need to come up to speed in Ruby and Elixir)
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Internal tools and bug fixes bring you immense joy
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You're naturally curious and difficult technical problems are where you thrive
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You understand the importance of empathy and how it relates to our supporting customers
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You have a keen eye for spotting and fixing broken or inefficient processes
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You have 1+ years of experience as a support engineer (or commensurate level of experience)

BONUS POINTS FOR:

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Experience with different support tools (Salesforce, Zendesk, Trello, etc.)
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Experience with Enterprise Licensing and Provisioning
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PostgreSQL background or experience
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Have previously deployed applications on Heroku and used the Heroku platform

*LI-Y

ACCESSIBILITY - If you require accessibility assistance applying for open positions please contact the Salesforce.com Recruiting Department.

POSTING STATEMENT

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.