Customer Support Specialist

We are looking for a Customer Support Specialist to join our team in Portsmouth, NH. In this hybrid role, you will be responsible for delivering comprehensive support to Bottomline customers, addressing complex issues and questions. Your main focus will be on ensuring a positive customer experience and promoting high-level customer satisfaction. You will need to have excellent problem-solving skills, a passion for technology, and the ability to think creatively. This is an opportunity to be part of a fast-paced team and contribute to the success of our Legal Spend Management Customer Support Team.

• 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 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 the root cause of problems; manage and resolve issues in a timely manner

• 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 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 the root cause of problems; manage and resolve issues in a timely manner

• Competitive salary and benefits package
• Opportunity to work with software as a service applications
• Ability to develop and maintain customer relationships
• Opportunity for growth and career advancement
• Strong customer service skills
• Ability to troubleshoot and support customers using software applications
• Opportunity to work in a high-paced environment
• Opportunity to work with a diverse and inclusive team
• Ability to balance multiple priorities
• Opportunity to work with a company committed to innovation and growth
• Equal opportunity employer