Customer Support Specialist

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.