Customer Support Representative

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  

Bachelor’s degree is mandatory.

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.