Provides high-volume customer support for Bottomline’s SaaS applications through phone and email. Diagnoses and resolves software issues, documents interactions in CRM, tracks resolution timelines, identifies defects and root causes, and escalates issues internally. Maintains product proficiency, supports customer relationships, trains users on basic computer functions, and contributes to customer satisfaction and relationship growth.
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:
- 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:
- 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)
- Determine the years of experience needed and the completed education for the position.
- 2+ years of Customer Support experience
- Graduation is must.
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.
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