Customer Support Specialist

Role & responsibilities

This role follows a hybrid work model and requires working in a night shift. Please apply only if you are comfortable working night shifts.

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 Bottomlines 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:

This role follows a hybrid work model and requires working in a night shift. Please apply only if you are comfortable working night shifts.

2+ years of experience in customer support is must.

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:

Bachelor's degree in Communications, Management Information Systems, Business Administration.