What are the responsibilities and job description for the Customer Service Technical Support position at Xpress Bill Pay?
SUMMARY
Technical support for financial software company. Full-time. Full benefits. Great benefits. Competitive salary. Start immediately. Extensive training program. Inbound calls. No selling. We promote from within. Lifetime career path.
ABOUT US
Founded in 2005, Xpress Bill Pay (XBP) is an established, growing, web-based, electronic bill payment company based in American Fork, Utah. www.xpressbillpay.com
We are an online nationwide company that provides fast, secure, and convenient online bill payment solutions to the customers of 900 cities, water districts, and municipalities across America.
We have developed an innovative web-based online bill payment system for our 2.3 million customers. Our system makes it easy for the customers of organizations to pay their bills online quickly and easily with credit cards, debit cards, or electronic fund transfers.
JOB DESCRIPTION
As a customer service technical advisor, you will take in-bound calls from end-users and administrators.
The end-users are the customers who pay their bills to the organizations.
The administrators are the people who run the organizations.
We hope you will make this a career, not just a job. Most of our employees have been with XBP for many years.
That is because this Customer Service/Technical Support position can be a career, not necessarily a steppingstone to other jobs (although we love to promote from within). We expect you to become an expert troubleshooter and problem solver along your career path at XBP.
FOUR TIERS
There are four tiers along your career path in our Support Center. Everyone starts at Tier 1. But you can progress through all four tiers at your pace.
TIER 1: Payment Processing
TIER 2: End-User Support
TIER 3: Administrator Support
TIER 4: Advanced Troubleshooting
Once hired, you would enter our intensive, comprehensive, and well-organized training program. All employees—no matter their position in the company, skill level or outside job experience—must go through our in-house training program. It is important you understand the entire process and our proprietary software.
You will advance through each tier level based on your desire and ability to master the skills at each tier.
If you are interested in being promoted to Tier 4 quickly, you may complete the first three tiers back-to-back at your own pace. We are eager for you to quickly master all four tiers.
TIER 1: PAYMENT PROCESSING
Note: “Payment processing” means you will take credit card or bank check payments over the phone from the residents and businesses of cities, water districts and municipalities.
Job Duties:
- Take payments by phone
- Return customer calls
- Offer first-class customer service
- Work an occasional Saturday or Sunday at home answering emails and returning calls
- Continue on-going training to learn Tier 2
TIER 2: END-USER SUPPORT
Note: The “end-users” are the customers of the cities, water districts, and municipalities across America.
Job Duties:
- Learn intermediate technical skills
- Respond to technical support requests via email (called tickets)
- Diagnose, troubleshoot, solve end-user problems
- Provide standardized, approved responses
- Help end-users set up accounts on-line on the XBP website
- Provide customer support for end-users
- Work with Microsoft Office
- Have a basic grasp of accounting practices
- Continue on-going training to learn Tier 3
TIER 3: ADMINISTRATIVE SUPPORT
Note: The “administrators” are the employees of cities, water districts and municipalities including utility billing clerks, finance directors, treasurers, etc.
Most of our clients use government-focused accounting software such as Caselle, Pelorus, Spring-brook, Tyler Technologies, and others. Our Xpress Bill Pay software seamlessly integrates with most accounting programs.
Job Duties:
- Learn advanced technical skills
- Acquire a deeper knowledge of the XBP website
- Learn the custom administrator side of the XBP website (called ADMIN)
- Learn the super administrator side of the XBP website (called XMIN)
- Set up report definitions in accounting software
- Troubleshoot and resolve system errors
- Document fixes in the company knowledge base
- Provide customer support for administrators
- Reply to emails sent by administrators
- Prepare reports for city administrators and XBP
- Mobile app specialists
- Continue on-going training to learn Tier 4
TIER 4: ADVANCED TROUBLESHOOTING
- Troubleshoot IT, hardware, and software issues
- Do check conversion
- Perform SFTP (Secure File Transfer Protocol)- Set up new XBP services (real-time payments, etc.)
- Perform testing/QA of new software versions
- Continue on-going training
- Prepare for future positions at XBP:
- Manager
- Trainer
- Quality Assurance
- IT
- Customer Experience Manager
TRAINING REQUIRED
These training times are estimates. You may advance to each level based on your desire and ability to master each level.
Tier 1 estimated training: 2 to 12 weeks
Tier 2 estimated training: 12 to 26 weeks
Tier 3 estimated training: 26 to 104 weeks
Tier 4 estimated training: 104 weeks
REQUIRED SKILLS
- Good on the phone
- Not afraid to return calls
- Strong written communication skills
- Excellent customer service
- High School diploma or equivalent
- Self-manager
- Organized
- Positive attitude
- Team player
- Service-oriented
- Active listener
- Common sense
- Collaborates with other employees
- Able to research and solve problems
- Strong analytical and problem-solving skills
TECHNICAL SKILLS
- Know Microsoft Windows operating system
- Understand browsers (Chrome, Safari, Firefox, etc.)
- Basic computer knowledge
- Overall knowledge of the XBP website
- Familiar with Windows operating system
- Learn customer service software applications
- Diagnose, troubleshoot, solve problems
OTHER SKILLS a plus:
- Utility billing experience
- Basic accounting skills
- Familiar with accounting software
- Spanish speaking ability
FULL BENEFITS
• Competitive salary
• Health insurance with low premium
• Dental, including orthodontics
• 401(k)
• Paid time-off and sick days
• Paid holidays
• Free food and a variety of drinks in the office kitchen
• Frequent company parties and lunches
JOB LOCATION
Because of Payment Card Industry (PCI) Data Security Standards (DSS), this is NOT a remote job; you must come to work at 108 South 700 East, American Fork, Utah 84003—just across the street and southwest of Jack & Jill Bowling Lanes.
HOURS
We are open Monday through Friday. We have four shifts: 6:00 to 3:00; 7:00 to 4:00; 8:00 to 5:00; 9:00 to 6:00. In the beginning, you will most likely work 8:00 to 5:00. Now and then there will be after-hours and late shifts. Plus, you will be required to work one Saturday and Sunday every four to six weeks returning emails from our customers.
POLICIES
We follow CDC guidelines to provide a safe work environment. We encourage our employees and customers to receive the COVID, flu and RSV vaccines.
If offered a job, you will be required to pass a background, credit, and drug test. All employees will be required to follow appearance and dress codes as outlined in the Employee Handbook.
APPLY
Email your resume to our HR Director pbrooks@xpressbillpay.com. Make sure you resume includes your cell phone and e-mail.
We prefer a PDF or zipped Word file. PDF is best, if possible.
Please do not call us or send a message via our website. Do not mail your resume nor drop off your resume at our offices. You will be contacted upon receipt of your resume.
We may do our first interviews remotely via the phone or Zoom. We do our second and subsequent interviews in person in our office.
DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.