Customer Support Specialist

Bottomline•Portsmouth, NH

8d•Hybrid

About The Position

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! We are looking for a Customer Support Specialist to win and grow with us in our Portsmouth, NH office Hybrid (1 day per week) if within 50 miles or remotely if on CST, MTN, or PST Time Zones. This position requires a schedule of 11:00 am – 8:00 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 WILL NOT be provided for this position. As a Customer Support Specialist, you will be supporting Bottomline customers with complex issues, questions, and projects. Daily tasks may include, but are not limited to, 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.

Requirements

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
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

Experience supporting Software As A Service preferred (Not Required)
Previous professional customer and/or technical support experience
Previous Salesforce experience preferred (Not Required)
An Associate's or Bachelor's degree in Communications, Business Administration, or similar course of study is preferred (Not Required)

Responsibilities

Total accountability for a positive customer experience
Achieve and maintain proficiency with the capabilities of Bottomline's software as a service application as well as corresponding system and software changes
Remain available to receive calls - at desk and logged in to phone system (handles average 10-20 inbound calls, 15 emails daily)
Document 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
Document software defects and works with internal departments to escalate or resolve
Assist 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