Customer Support Specialist
Why Choose Bottomline?
Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!
Responsibilities:
This role follows a hybrid work model and requires working in a night shift. Please apply only if you are comfortable working night shifts.
Total accountability for a positive customer experience
Achieves and maintains proficiency with the capabilities of Bottomline's software as a service applications as well as corresponding system and software changes
Remaining available to receive calls - at desk and logged in to phone system (handles average 30-40 inbound calls, 20 emails daily)
Documents call transactions, processes and methodologies used to diagnose and resolve the customer's issues within the appropriate CRM tool
Manage and maintain timelines for issue resolution
Has ability to develop and maintain customer relationships
Documents software defects and works with internal departments to escalate or resolve
Assists with identifying root cause of problems; manages and resolves issues in a constantly changing environment
Focus on both customer delight and continuous seeking out of new opportunities to expand customer relationships
Active participation and adherence to Bottomline’s C1 Customer Service program
Outline specific duties this position will be responsible for, keep in mind the level of responsibility in relation to the level of the position
Required Technical Skills and Competencies:
This role follows a hybrid work model and requires working in a night shift. Please apply only if you are comfortable working night shifts.
2+ years of experience in customer support is must.
Proficient in Paymode-X product.
Customer service and communication skills including business writing.
Software and environment trouble-shooting and diagnostic skills
Solid understanding of basic computer functions and ability to teach/train users
Experience supporting software as a service
Proven ability to communicate effectively via printed material and on the telephone
Strong oral and written communications skills
Excellent organizational, problem solving and communications skills
The ability to work independently and balance multiple priorities
Team player, resourceful, flexible
Define the required business skills this role requires, including technical skills and behavioral competencies
Preferred Skills:
Previous customer and/or technical support experience
Previous Salesforce experience
Define the preferred skills for the role, these are not required for the person in the role to successful, but would be helpful to have already acquired to be able to understand the full scope of the job quicker and make a quicker impact for the overall team
Education & Experience:
Associate's or Bachelor's degree in Communications, Management Information Systems, Business Administration or similar course of study (not required but desired)
We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.