Payment & Billing Support Specialist

As a Payment & Billing Support Specialist at Automatiq, your role will involve managing daily invoicing and payment tracking, performing audits for accuracy, addressing discrepancies, and supporting the overall billing process efficiency. You'll also need to handle customer inquiries regarding payments, ensuring a high level of service while documenting trends to identify systemic issues. Collaboration with the Billing and Collections Manager and cross-functional teams will be essential for improving processes and resolving escalations.

To apply for the Payment & Billing Support Specialist at Automatiq, you should have 2-3 years of experience in customer-facing roles or billing/payment functions. Strong organizational skills, analytical problem-solving abilities, and proficiency with tools such as Google Workspace, Excel, and tracking systems like Jira or Monday.com are essential. Experience in the entertainment or ticketing industry and familiarity with payment systems like Braintree or Bill.com are preferred but not required.

Automatiq is dedicated to maximizing career development opportunities for all team members, including Payment & Billing Support Specialists. You’ll be encouraged to participate in weekly meetings with management for feedback and support, and we foster a collaborative environment where your input and ideas are valued. With our focus on technical excellence and employee aspirations, you’ll find ample opportunities for personal and professional growth within the company.

For the Payment & Billing Support Specialist role at Automatiq, proficiency in tools like Google Workspace (Docs, Sheets, Drive), Excel, Jira, and Monday.com is vital. Having experience with customer support platforms such as Intercom is also beneficial. Familiarity with billing and payment systems like Braintree, Bill.com, and Salesforce will give you a competitive edge in this position.

As a remote Payment & Billing Support Specialist at Automatiq, you'll enjoy a flexible work environment that emphasizes collaboration and communication. The company culture promotes diversity and inclusivity, allowing you to engage with team members from various backgrounds. You'll have the freedom to manage your tasks while receiving the necessary support from management and colleagues to tackle challenges effectively.

In your response, highlight any previous roles where you handled billing or payment operations, detailing specific responsibilities such as invoicing, tracking payments, or resolving discrepancies. Emphasize your problem-solving skills and any tools you've used, showcasing how you ensured accurate and timely operations.

Discuss your systematic method for identifying and addressing discrepancies. Mention the importance of thorough audits and open communication with customers to clarify and rectify issues. Show that you prioritize attention to detail and a commitment to maintaining high standards of accuracy.

Share a specific instance where you identified inefficiencies in a billing process and implemented changes that resulted in improved accuracy, efficiency, or customer satisfaction. Be sure to explain the role you played in that improvement and the positive outcomes that followed.

Explain your approach to maintaining professionalism when handling customer inquiries, focusing on clear communication and empathy. Discuss your commitment to meeting service level agreements and the importance of following up with customers to ensure their issues are resolved promptly.

Outline the tools and techniques you utilize to manage your workload effectively. Whether through digital task management tools or maintaining a clear prioritization system, convey how you ensure that deadlines are met and tasks remain on track.

Describe how you would approach a difficult conversation with understanding and patience. Emphasize the importance of listening to the customer's concerns and working collaboratively to find a viable solution while maintaining professionalism.

Mention specific tools you've used in previous roles, especially those relevant to billing and payment processes. Highlight any experience you have with Excel, Google Workspace, or customer support platforms, as well as any specialized software important to the role.

Discuss key qualities such as attention to detail, strong communication skills, and the ability to problem-solve under pressure. Explain how these qualities translate into effective customer service and operational efficiency.

Provide an example that illustrates your ability to work well in a team setting, such as how you communicated effectively with colleagues from different departments to resolve a complex payment issue, ensuring everyone was aligned in the solution process.

Share your motivations for applying to Automatiq, focusing on the company's commitment to innovation in the ticketing space and employee growth opportunities. Emphasize how your skills align with the role and how you envision contributing to the team.