Payer Support Specialist

Responsibilities

• Answer phone calls and respond to tickets from payers
• Have a high-level understanding of how the InvoiceCloud platform works for billers. This allows the PSS to understand issues, describe them, and offer resolutions to Payers via phone or email.
• Be well versed on all Invoice Cloud products to be able to document or escalate issues to a biller.
• Leverage PSN's Agent Connect Portal to facilitate payments.
• Have a high-level understanding of how the InvoiceCloud platform works for billers. This allows the PSS to understand issues, describe them, and offer resolutions to Payers via phone or email.
• Document or escalate issues to the Manager, when needed
• Work Arrangement & Shift Details
• Work From Office (WFO): This role is based in the Hyderabad office
• Shift Timing: US Eastern Time business hours, which fall in the evening to night hours IST
• Candidates must be comfortable working night shifts on a regular basis
• Transportation: InvoiceCloud provides two-way transportation for employees working night shifts
• Goals:
• First 30 Days
• Gain a complete understanding of the IC solutions
• Gain a complete understanding of the IC internal systems including the CRM, ITR's, Helpdesk.
• Attend training, review all material provided and complete quizzes administered.
• Sit with the Payer Support team to shadow them and learn from experience how to handle calls and emails.
• First 60 days
• Be aware of tax billing cycles as well as utilities to handle calls according to business' natural spikes
• Start solving tickets from Payers - sent via email
• Start taking calls from Payer on the assigned schedule
• Document all calls in the ticketing system
• To have calls duration of 7 minutes (average) or less
• First 90 Days and Beyond
• Resolve payer calls (at least 90%) without supervisor assistance
• Solve all issues involving fees when amounts are Solve at least 90% of the calls with one touch
• Solve all tickets (closed) - average 6 hours
• Maintain a monthly average of 6 business hours for ticket resolution
• Maintain a monthly average for call duration equal or less than 6 minutes
• Complete the Internal Certification Program
• What We Seek:
• Excellent written and verbal English communication skills
• Ability to learn and become well-versed with InvoiceCloud's products and services
• Customer centric, takes ownership, and results-driven
• Good interpersonal skills and attention to detail
• Self-starter with a demonstrated ability to achieve results as part of a high-performing team, and ability to effectively prioritize and multi-task under deadlines.
• Excellent time management, organizational and planning skills
• Education and Experience:
• Bachelor's degree or equivalent experience
• Experience using standard MS Office tools
• Salesforce (not required)
• Payment processing at a SAAS company (not required)
• This commitment applies to all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leave, compensation, and training.
• If you require a disability-related or religious accommodation during the application or recruitment process, and wish to discuss possible adjustments, please contact jobs@invoicecloud.com .
• Click here to review InvoiceCloud's Job Applicant Privacy Policy.
• For recruitment agencies: InvoiceCloud does not accept unsolicited resumes from agencies. Please do not forward resumes to our job aliases, employe

Additional Information

About InvoiceCloud : InvoiceCloud is a fast-growing fintech leader recognized with 20 major awards in 2025, including USA TODAY and Boston Globe Top Workplaces, multiple SaaS Awards wins for Best Solution for Finance and FinTech, and national customer service honors from Stevie and the Business Intelligence Group. Judges also highlighted our mission to reduce digital exclusion and restore simplicity and dignity to how people pay for essential services, as well as our leadership in AI maturity and responsible innovation. It's an award-winning, purpose-driven environment where top talent thrives. To learn more, visit InvoiceCloud.com . Job Summary: Payer Support Specialists will address support needs from end users / payers for our customers (billers.) In this role, you will use your passion for technology-fueled business solutions to provide our customers with a world-class experience. We are seeking entry-level, customer-focused individuals who are passionate about growing with our company. The role offers an opportunity to learn about the Bill Presentment and Payment space (EBPP) within the SaaS industry. Recent college graduates are encouraged to apply. .

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