Billing Support Engineer

Who are we and what do we do?

BrowserStack is the world's leading software testing platform powering over two million tests every day across 19 global data centers. BrowserStack's products help developers build bug-free software for the 5 billion internet users accessing websites and mobile applications through millions of combinations of digital environments—devices, browsers, operating systems, and versions. We help Tesco, Shell, NVIDIA, Discovery, Wells Fargo, and over 50,000 customers deliver quality software at speed by moving testing to our Cloud. With BrowserStack, Dev and QA teams can move fast while delivering an amazing experience for every customer.

BrowserStack was founded by Ritesh Arora and Nakul Aggarwal in 2011 with the vision of becoming the testing infrastructure for the internet. We recently secured $200 million in Series B funding at a $4 billion valuation in June 2021.

At BrowserStack we solve real problems—each day is a unique challenge and an opportunity to make a difference. We strive to be open, transparent, and collaborative, so no feat is too big to achieve. BrowserStack is an extension of its people and a place where they can grow both professionally and personally. To that effect, we’re humbled to be recognized  by leading organizations around the world:

• BrowserStack is Great Place to Work-Certified™ 2020-21

• Named “SaaS Startup of the Year” in 2022 by SaaSBOOMi

• Ranked in Forbes Cloud 100 in 2021 - for the second time

• Featured in LinkedIn Top Startups India 2018

Role in nutshell : 

Provide support to customers with respect to billing & refund, assist customers in user management, plan upgrades and downgrades, and vendor onboarding via email, chats & inbound calls.

This role will involve cross-team collaboration between sales and engineering teams wherever required.

Desired experience:

• Excellent command over written & spoken English.

• 1-3 years' experience of a similar work environment will be preferred.

• Ability to manage challenging work in a competitive environment 

• Strong ability to quickly build a rapport with customers whilst resolving issues and providing the best customer experience.

• Comfortable with rotational shifts and capable of self-managing your time while working remotely. 

• We are looking at a quick learner  with focused approach since we’re a fast-paced organization with both our platform and our growth

• Should be good at coordinating  between multiple teams while  multi-tasking & being able to project manage the different tasks to enable maximum first call resolutions

• Prior exposure to the Billing & Payment / Service Desk environment would be a plus.

What will you do?

• You will be a part of a team that  provides 24*7  support as this roles works round the clock for all BrowserStack global customers

• Address billing, cancellations, invoice generation, refunds, chargebacks & account-related queries.

• Address basic queries related to Browserstack products using KB articles and documentation.

• Routing issues to appropriate sales or engineering teams were required.

• You will look forward to achieving all KPIs and metrics set on an annual basis.

Benefits:

In addition to your total compensation, you will be eligible for following benefits, which will be governed by the Company policy:

• Medical insurance for self, spouse, upto 2 dependent children and Parents or Parents-in-law up to INR 5,00,000

• Gratuity as per payment of Gratuity Act, 1972

• Unlimited Time Off to ensure our people invest in their wellbeing, to rest and rejuvenate, spend quality time with family and friends

• Remote-First work environment that allows our people to work from anywhere in India

• Remote-First Benefit for home office setup, connectivity, accessories, co-working spaces, wellbeing to ensure an amazing remote work experience