Billing Support Specialist - Hybrid/Remote + Flexible Hours

OVHcloud; Reston (VA); Hybrid; USD 56,000 - 65,000; Full time

Benefits offered by this job

Flexible Work Options

Work/Life Balance

Learning & Growth

Comprehensive Benefits

Job summary

OVHcloud is seeking a Billing Support Specialist to handle customer billing and validation issues in a fast-paced e-commerce environment. This role acts as the first point of contact, contributing to service quality and 24/7/365 operations, with a rotating schedule including nights and weekends.

Hours are Saturday–Wednesday 12:30PM–9:00PM ET. Base pay range is $27.00–$31.25 per hour, depending on experience, reflecting market rates for customer support in a cloud services company.

Qualifications

• 2+ years of customer service experience in a professional e-commerce environment.
• Experience using a ticketing system for support (ServiceNow, Zendesk).
• Experience with credit card payment and processing.
• Experience with simple data analysis and basic mathematical skills.
• Detail-oriented and a strong problem solver with a questioning mindset.
• Ability to follow defined policies to drive a solid customer experience and positively impact overall business operations.
• Strong organizational skills with the ability to prioritize multiple issues and requests.
• Excellent communication skills, both written and verbal.

Responsibilities

• Identify and troubleshoot billing and validation issues related to pending and cancelled orders, subscription management, refunds, and credits, collaborating with operations teams to ensure resolution
• Manage multiple requests and billing and validation concerns simultaneously, ensuring quality and exceptional customer service
• Respond to and resolve customer billing and validation inquiries via email, ticket, and chat
• Consistently collaborate with Customer Support, Sales, and Legal teams to ensure a seamless and satisfactory customer experience
• Support the fraud team by validating orders in the queue
• Identify billing-related process improvements and inform appropriate management teams to identify key stakeholders required to execute necessary action plans.

Skills

Customer service

Ticketing systems

Data analysis

Communication skills

Policy adherence

Prioritization

Organizational skills

Problem solving

Tools

ServiceNow

Zendesk

Job description

OVHcloud is seeking a Billing Support Specialist to handle customer billing and validation issues in a fast-paced e-commerce environment. This role acts as the first point of contact, contributing to service quality and 24/7/365 operations, with a rotating schedule including nights and weekends.

Hours are Saturday–Wednesday 12:30PM–9:00PM ET. Base pay range is $27.00–$31.25 per hour, depending on experience, reflecting market rates for customer support in a cloud services company.