AR & Billing Support Specialist

Egnyte; Mountain View (CA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Company equity depending on role and l

Flexible hours

Paid holidays and sick time

401(k) Retirement Plan (Traditional & 

Health Savings Account (HSA) and EAP

Paid parental leave

Gym, cell phone, and internet Reimb.

Well-being apps (Calm, Ginger, Spring 

Discounted pet insurance, electronics,

Your own Egnyte account with lifetime 

Modern and collaborative offices

Job summary

Egnyte seeks a Customer Support Specialist in Mountain View to streamline Order-to-Cash, ensuring customers access what they purchased and are billed accurately.

You will respond promptly via Zendesk and Salesforce, collaborate with billing, collections and sales, and use CRM tools to resolve issues. A track record in billing and digital goods is preferred. Flexible hours and strong benefits offered.

Qualifications

• Experience resolving billing issues using CRM and support platforms.
• Experience with Salesforce, reviewing contracts/orders and purchase orders.
• Experience with subscription-based or digital goods business models preferred.
• Strong understanding of payment processes and billing systems.
• High attention to detail and ability to multitask.
• Excellent verbal and written communication tailored to audiences.

Responsibilities

• Answer internal and external customer inquiries promptly and efficiently through Zendesk and Salesforce.
• Collaborate with internal teams (billing, collections, sales) to resolve customer concerns via phone, email, and virtual meetings.
• Use critical-thinking and problem-solving skills to investigate and resolve billing issues.
• Proficiency in leveraging CRM systems and customer support platforms to manage cases and track interactions.
• Execute and propose processes that will help automate and expedite processes.
• Other AdHoc tasks as needed.

Skills

Time management

Customer relations

Critical thinking

Multitasking

Verbal and written communication

Attention to detail

Organizational skills

Tools

Salesforce

Zendesk

CRM systems

Job description

• Our Order-to-Cash team enables Egnyte’s customers to access what they’ve purchased without delay and be billed accurately by managing the full process from signed order to collected payment. We are seeking a Customer Support Specialist to streamline the process for our customers
• Answer internal/ external customer inquiries promptly/ efficiently and professionally through Zendesk and Salesforce
• Collaborate with internal teams (billing, collections, sales) to resolve customer concerns, via phone, email, virtual meetings
• Use critical-thinking and problem-solving skills to investigate and resolve billing issues
• Proficiency in leveraging CRM systems and customer support platforms to manage cases and track interactions
• Execute and propose processes that will help automate/ expedite process/ procedures
• Other AdHoc as needed

Benefits

• Company equity depending on role and level
• Flexible hours and generous time off (RTO, Responsible Time Off) to help support your work-life balance
• Paid holidays and sick time
• 401(k) Retirement Plan (Traditional and Roth)
• Health Savings Account (HSA) and Employee Assistance Program (EAP)
• Paid Maternal, Paternal, and Adoption Leave to help you grow your family
• Gym, cell phone, and internet reimbursement
• Free well-being apps such as Calm, Ginger, and Spring Health for Guardian are offered
• Perks include discounted pet insurance, electronics, theme park tickets, travel, plus more
• Your own Egnyte account with lifetime access
• Modern and collaborative offices

The successful candidate will have a record of success in time management, customer relations and thinking outside the box to find optimal and scalable solutions to issues that may ariseHigh degree of attention to detail and ability to multitaskExcellent verbal and written communication including understanding how to tailor messages towards different audiences and conveying the objective clearlyExperience with Salesforce, reviewing contracts/ orders and purchase ordersExperience with subscription-based or digital goods business models is strongly preferredGood understanding of payment processes, billing systemsStrong organizational and time management skills