Bottomline Technologies is hiring a

Customer Support Specialist

Portsmouth, United States

Who Are We?

Bottomline is on a mission to be the world’s leading business payments company, aligning our team to the common purpose of transforming the way businesses pay and get paid.

It is a journey that goes around the world serving financial institutions and companies in more than 90 countries. Our Portsmouth office is the central strategic hub in the US as well as one of the go-to market global centers of excellence, conveniently positioned to enable a fulfilling and flexible, hybrid work-life balance. A place to collaborate and share knowledge share across multidisciplinary teams, it also provides the perfect space to meet virtually with our colleagues across time zones.

Culture and Values

We are one global team, who work with and for each other in a drive to delight customers through excellent execution, which fuels how we create and grow sustained business value for our customers, our team and all who partner with us. Our culture encourages people to be brave and curious, to drive to closure and to ensure our values and principles are lived out daily. We excel at Bottomline because we are positive and passionate about building a #LifeAtBottomline

We are looking for Customer Support Specialist to innovate, win, and grow with us in Portsmouth, NH.

The majority of the employee’s time is spent supporting Bottomline customers and internal team members with complex issues, questions, and projects. Daily tasks may include, but are not limited to, communication with customers (via phone, email, web), verifying and resolving defects and problems found within the application. This individual is encouraged to think creatively and is empowered to make routine decisions or address issues utilizing his or her own expertise. However, all decisions of significant importance to Bottomline must be thoroughly discussed with the employee’s manager. 

Essential Job Functions:

  • 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
  • Ability to work an 11-8pm est

Required Skills:

  • 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

Preferred Skills:

  • Previous customer and/or technical support experience
  • Previous Salesforce experience

Education and Experience:

  • Associate's or Bachelor's degree in Communications, Management Information Systems, Business Administration or similar course of study (not required but desired)

 

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