Hybrid Customer Support Specialist O2C & Billing Expert

Egnyte; Mountain View (CA); Hybrid; USD 95,000 - 105,000; Full time

Benefits offered by this job

Competitive salaries

15 days PTO

Paid holidays and sick time

401(k) with company match

HSA with employer contribution

Employee assistance program

Job summary

Egnyte is seeking a Customer Support Specialist to streamline order-to-cash workflows and deliver exceptional customer service. You will handle inquiries through Zendesk and Salesforce, collaborate with billing and sales to resolve issues, and leverage CRM systems to track interactions and drive process improvements.

The role emphasizes attention to detail, strong communication, and the ability to work across teams in a fast-paced environment.

Qualifications

• Attention to detail and multitask ability.
• Excellent verbal and written communication with audience-tailored messaging.
• Strong organizational and time management skills.
• Experience with Salesforce, reviewing contracts/orders and purchase orders.
• Good understanding of payment processes and billing systems.
• Experience with subscription-based or digital goods business models preferred.

Responsibilities

• Answer internal/external customer inquiries promptly/efficiently 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 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 to automate/expedite procedures.
• Other AdHoc as needed.

Skills

Customer communication

Time management

Attention to detail

Multitasking

Tools

Salesforce

Zendesk

Job description

Egnyte is seeking a Customer Support Specialist to streamline order-to-cash workflows and deliver exceptional customer service. You will handle inquiries through Zendesk and Salesforce, collaborate with billing and sales to resolve issues, and leverage CRM systems to track interactions and drive process improvements.

The role emphasizes attention to detail, strong communication, and the ability to work across teams in a fast-paced environment.