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Senior Billing Escalations Agent [2638-049925]

2 hours, 44 minutes ago
Philippines
Full-time
Senior
Customer Support
Customer and Technical Support
ERP NetSuite Salesforce
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LevelUp

LevelUp

LevelUp: WordPress specialists offering maintenance, development, and support plans for businesses. 21-day free trial available for product support and business growth.

Internet Software & Services
51-200
Founded 2017
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Description

  • Serve as the primary contact for escalated billing and customer issues, resolving cases or coordinating with internal teams through closure
  • Guide Level 1 support representatives on requests and questions, stepping in directly when needed
  • Support live chat and ticket queues during high-volume periods
  • Investigate and resolve complex billing issues, including invoice discrepancies, billing-cycle errors, and pricing or proration problems
  • De-escalate dissatisfied customers using a calm, solutions-focused approach
  • Manage daily support queues by assigning tickets correctly, ensuring timely opening, and tracking SLA performance
  • Complete light administrative tasks related to ticket and queue operations

Requirements

  • 4+ years of experience in customer support, billing, or escalations
  • Experience handling high-priority or sensitive customer escalations as a primary point of contact
  • Experience in live chat and/or ticket-based support environments
  • Experience using NetSuite as an ERP system
  • Experience with helpdesk software, preferably Zendesk or a similar platform
  • Strong written and verbal English communication skills
  • Ability to work independently and make judgment calls within established guidelines
  • Experience supporting subscription-based products, including recurring billing, renewals, and upgrades or downgrades (preferred)
  • Basic end-user experience with Salesforce (preferred)
  • Experience in web hosting or a hosting/infrastructure-adjacent environment (preferred)

Benefits

  • Fully remote position
  • Fixed 40-hour work week with a Philippines-holiday schedule
  • HMO coverage
  • 13th-month pay
  • Company-provided equipment

Interested in this position?

Apply directly on the company website

Apply Now

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