Bottomline Technologies
Customer Support Specialist
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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!
The Role
We are looking for Customer Support Specialist to innovate, win, and grow with us! As a member of our Legal Spend Management Customer Support Team, deliver comprehensive, high-quality support to Bottomline customers with complex issues and questions. On this fast-paced team, you will need to exemplify outstanding customer delight skills. You will have a passion for problem-solving, technology, and helping others to promote a high-level customer satisfaction. You are encouraged to think creatively and are empowered to make routine decisions or address issues utilizing your own expertise.
How you’ll contribute:
- Hold total accountability for a positive customer experience
- Achieve and maintain proficiency with the capabilities of Bottomline’s software as a service application, as well as corresponding system and software changes
- Answer an average of 15-30 inbound support calls and 20-30 emails per day
- Consistently available to receive incoming calls (at desk and logged into phone system)
- Manage and maintain timelines for issue resolution
- Ability to develop and maintain customer relationships
- Document software defects and work with internal departments to escalate or resolve
- Document call transactions, processes and methodologies used to diagnose and resolve the customer’s issues within the appropriate CRM tool
- Assist with identifying root cause of problems; manage and resolve issues in a rapidly 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
- Ability to work an 11-8pm shift one day a week to be determined after training is completed
What will make you successful:
- 2+ years of experience in a customer service or helpdesk role
- Proven ability to troubleshoot and support customers using software applications
- Strong customer service skills
- Ability to effectively multitask in a high paced environment and balance multiple priorities
- A solid understanding of basic computer functions and ability to teach/train users
- Experience supporting software as a service
- Strong oral and written communications skills
- Excellent organizational and problem-solving skills
- Ability to focus, retain information and research solutions using tools provided
- Desire to be a team player, resourceful, and flexible
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.
