Technical Support Specialist
2 weeks ago
About Bottomline
Bottomline is a global leader in business payments and cash management, with over 30 years of experience and moving more than $10 trillion in payments annually. We're a company that's dedicated to helping businesses transform the way they pay and get paid.
Our Mission
We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delivering exceptional customer service and promoting growth and innovation - we want you to be a part of our team.
The Role
The Technical Support Engineer will have a key role in customer satisfaction by troubleshooting technical issues, providing timely and accurate customer feedback, and managing multiple cases in parallel. This role will involve:
- Following up, resolving, or escalating cases using ITIL procedures
- Tracking, describing, and updating cases in our ITSM management system
- Communicating clearly with internal, third-party, and client teams
- Analyzing, understanding, and reproducing situations existing within our products
- Defining and requesting configuration and code solutions
- Delivering high-quality technical directives
Requirements
To be successful in this role, you'll need:
- A university degree in IT or equivalent, such as an engineering school degree
- Between 1 to 2 years' experience in a similar role
- Experience with Linux machine operating systems
- Proficiency with SQL queries and commands
- A working understanding of ITIL processes, with ITIL 4 foundation certification a plus
- Experience with knowledge base management using KCS methodology a plus
- Working experience with K8S and Docker advantageous
- Knowledge of Fintech environment an advantage
Personal Attributes
We're looking for someone with:
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment
- Rigorous, methodical, and organized approach
- Sense of responsibility appropriate to the banking industry
- Exceptional oral and written communication skills
- Highly self-motivated and directed
- Multi-tasking abilities
- Fluency in English, with German an advantage
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