Customer Support Specialist

We are looking for a Customer Support Specialist to join our team at Bottomline. In this role, you will be responsible for delivering high-quality support to our customers, addressing complex issues, questions, and projects. Your main focus will be on providing outstanding customer satisfaction and problem-solving skills. You will need to be proficient in our software applications and be able to handle a high volume of support calls and emails. Additionally, you will be responsible for documenting and resolving customer issues and assisting with identifying root causes.

• Hold total accountability for a positive customer experience
• Achieve and maintain proficiency with the capabilities of Bottomline’s software as a service applications, as well as corresponding system and software changes
• Answer an average of 30-50 inbound support calls and 20 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 the root cause of problems

• Hold total accountability for a positive customer experience
• Achieve and maintain proficiency with the capabilities of Bottomline's software as a service applications, as well as corresponding system and software changes
• Answer an average of 30-50 inbound support calls and 20 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 the root cause of problems

• Competitive salary and benefits package
• Opportunity for career growth and development
• Supportive and inclusive work environment
• Ability to work with innovative software applications
• Opportunity to build and maintain customer relationships
• Training and support for troubleshooting software applications
• Flexible work schedule (11-8pm shift M-F)
• Strong emphasis on customer satisfaction
• Opportunity to be part of a team and contribute to company success
• Equal opportunity employer