Order to Cash (OTC) Customer Support Specialist

This role will primarily manage complex tickets and cases escalated to the analysts supporting the Quote-to-Cash (QTC) / Order-to-Cash (OTC) function of the Finance and Accounting team. The responsibilities include:

• Receiving cases and requests from various stakeholders.
• Responding to customer queries through cases and internal stakeholders.
• Engaging in calls with customers and internal teams to address questions and concerns efficiently.
• Triaging concerns, taking appropriate actions to resolve issues, and coordinating with internal teams when needed.
• Managing the regular queue of cases and tasks when there are no escalated concerns.
• Working closely with Senior Analysts, Supervisors, and Managers in Finance Customer Support within the Revenue Accounting scope.
• Reporting directly to the Supervisor for service delivery.
• Maintaining customer accounts, including updates, adjustments, and ensuring accuracy across all relevant portals and tools.

Qualifications:

• At least 2 years of experience in Order-to-Cash (OTC) or Quote-to-Cash (QTC) customer support roles.
• Strong understanding of accounting processes and end-to-end OTC/QTC operations.
• Strong ticket/case management experience (e.g., Zendesk, Salesforce Service Cloud, or similar customer support ticketing software).
• Advanced Excel skills (pivot tables, macros).
• Ability to interpret financial statements.
• Exposure to bank letters, W-9, W-8BEN, SEC documentation, and similar requirements.
• Knowledge of invoicing, credit and debit transactions.
• Experience using Zendesk, Service Cloud, or ServiceNow.
• Relevant telephony/dialer experience to manage customer concerns.