Taking applicationsVoice Support·Posted 12d ago
Senior Billing Escalations Agent
LevelUp
Philippines
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Philippines
EnglishMid level
About the role
A senior billing escalations role at an outsourcing agency, handling complex billing investigations, escalations and queue management for a web hosting client. It suits someone with 2-3 years of billing or customer-support escalation experience and NetSuite skills, but it is open only to candidates in the Philippines.
What you'll do
- Act as primary point of contact for escalated, unresolved or high-priority billing issues
- Triage escalations flagged by teammates, L1 agents or other departments
- Investigate complex technical billing inquiries such as anomalous charges and pricing discrepancies
- Use ERP and billing software to trace transactions and process refunds or adjustments
- Perform daily queue checks so billing tickets are logged, assigned and routed correctly
- Monitor SLA compliance and flag tickets trending toward overdue
- Support customer ticket and live chat volume during peak periods
- Administer cancellation policy exceptions and answer L1 representatives' billing questions in Slack
What you'll need
- 2 to 3 years of Billing or Customer Support Escalations experience
- Web hosting or SaaS subscription experience desirable
- Bachelor's degree preferred but not required
- NetSuite end-user experience required
- Salesforce end-user experience preferred
- Zendesk ticket management experience preferred
- Slack experience preferred
- Strong written and verbal communication and de-escalation skills
Skills
Billing escalations handlingDe-escalation and empathyNetSuiteSalesforceZendeskSlackProration and subscription billing knowledgeQueue and SLA management
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