Customer Support Specialist

Bottomline•Portsmouth, NH

3d•Hybrid

About The Position

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 a Customer Support Specialist to win and grow with us in our Portsmouth, NH office Hybrid (2 days a month). This position requires a schedule of 11:00 am – 8:00 pm EST Monday – Friday. Training schedule for first 2-3+ months will be 8:00 am - 5:00 pm EST Monday - Friday. Candidates for this position must be authorized to work in the United States on a Full-Time/Permanent basis for any employer without restriction. Visa Sponsorships or Transfers (for current Visa Holders) WILL NOT be provided for this position.

Requirements

1-2+ years of 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.

Nice To Haves

Previous professional customer and/or technical support experience.
Previous Salesforce experience preferred (Not Required).

Responsibilities

Supporting Bottomline customers with complex issues, questions, and projects.
Communication with the customer (via phone, email, web).
Verifying defects and issues found within the Paymode.
Working with the team to find alternative solutions and workarounds to issues that are found.
Being the first point of contact for questions, and other necessary services to ensure a high level of customer satisfaction.
Total accountability for a positive customer experience.
Achieves and maintains proficiency with the capabilities of Bottomline's software as a service application as well as corresponding system and software changes.
Remaining available to receive calls - at desk and logged in to phone system (handles average 10-20 inbound calls, 15 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.