Update Support contacts

To update Support contacts, submit a request to Customer Support with the changes you want to make. You can also request a list of your current support contacts.

• Note: You must be an Executive or Primary Support Contact to complete this action.

Billtrust recommends that customers appoint several people to support contact roles. Each role has particular permissions and responsibilities.

Executive contact

Designed for executive-level team members. Executive contacts receive notifications such as product-specific announcements, webinar invites, and corporate communications. Issue-related alerts (e.g., service outages) are available via the Status Page. These notifications can be customized on a product-to-product basis. Billtrust encourages customers to name multiple Executive Contacts in order to keep relevant departments and managers informed.

Executive Contacts can approve changes to support contacts. They can also request insert setups (for customers using invoicing-related services). 

Support contacts

There are three support contacts, each of which works with Customer Support when requesting technical support. Support contacts may receive general service communications; incident and outage alerts are available via the Status Page.

• Primary support. These contacts own the primary service relationship. They can contact Customer Support for account-specific inquiries and data, including job deletion and insert setups where applicable based on your Billtrust services. They are the only contacts authorized to request changes to an account (e.g., routing, template, mapping, etc.). These contacts are authorized to approve changes to support contacts.

• Secondary support. Secondary contacts are authorized to report issues, request insert setups and invoice pulls for customers using invoicing-related services, and contact Customer Support with account-related inquiries. They may also request that data files be processed in the Billtrust test environment and request job deletions in test and production environments. These contacts are not authorized to request changes on behalf of their organization, however, and they cannot approve changes to support contacts.

• Communication-only. This role is for members of your organization who want to be alerted when issues arise but are not necessarily engaged in day-to-day operations. They do not interact with Customer Support and cannot request or approve changes.

Invoicing file-failure contact

This contact, typically an IT or credit department employee, supports data file transmission and processing, and receives file-failure notifications. IFF contacts can also request that jobs be deleted and that test files be processed.

Payment approver

Only the payment approver can request changes to ACH depository accounts, credit card merchant service providers, Digital Lockbox, and direct bank files/transmission. Payment approvers can appoint other people to the payment approver role, and they can also appoint new payment contacts.

Accounting contact

This person receives customer invoices from Billtrust Accounting.

eSolutions contact

This contact coordinates eSolution strategies to increase the number of invoices sent electronically (e.g., email, fax, eBill, etc.), reducing monthly costs related to print, mail, and electronic payments.

• Note: One contact can be listed as more than one contact type (i.e. Executive, Support, and File Failure Contact). We recommend that there be more than one contact listed as each contact type. Only Primary contacts will be able to see all cases within the Billtrust Customer Support Center Portal.