Billing Support Specialist

Job Summary
The Billing Support Specialist is responsible for handling all customer billing issues. This position is a first point of contact for customers making it a pivotal role to set the standard expectation for customers. Responsible for meeting defined customer service metrics related to billing issues/tasks.
Ability to work a flexible rotating schedule including nights, weekends, and holidays in a 24/7/365 environment is required.
Essential Duties & Responsibilities

• Identify and troubleshoot billing issues related to pending and cancelled orders, subscription management, refunds, and credit, collaborating with operations teams to ensure resolution.
• Manage multiple requests and billing concerns simultaneously, ensuring quality and exceptional customer service.
• Respond to and resolve customer billing 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 to validate orders in the queue.
• Identify billing-related process improvements and inform appropriate management teams to identify key stakeholders required to execute necessary action plans.

Minimum Requirements

• 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 mathematic skills are required.
• Must be 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/requests.
• Excellent communication skills, both written and verbal, is a requirement.

Working Conditions
Standard office environment
Company Description – About OVHcloud
OVHcloud US is a subsidiary of OVHcloud, a global cloud provider that specializes in delivering industry-leading performance and cost-effective solutions to better manage, secure, and scale data. OVHcloud US delivers bare metal servers, hosted private cloud, hybrid and public cloud solutions. OVHcloud manages 40 data centers across 12 sites on four continents, manufacturing its own servers, building its own data centers and deploying its own fiber-optic global network to achieve maximum efficiency. Through the OVHcloud spirit of challenging the status quo, the company brings freedom, security and innovation to solve data challenges – today and tomorrow. With a 21-year heritage, OVHcloud is committed to developing responsible technology and strives to be the driving force behind the next cloud evolution. https://us.ovhcloud.com.
EEO Statement
OVHcloud is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, religion, color, sex (including childbirth, breast feeding, and related medical conditions), gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state and local laws.