Technical Customer Support Specialist

4 weeks ago

Theale, United Kingdom Bottomline Full time

Why Choose Bottomline?

Are you prepared to revolutionize the way organizations handle payments? Bottomline stands as a global frontrunner in business payments and cash management, boasting over 30 years of expertise and facilitating more than $10 trillion in transactions annually. We seek enthusiastic individuals to contribute to our mission and drive significant outcomes for our clients. If you are committed to enhancing customer satisfaction and fostering innovation, we invite you to explore this opportunity.

The Role

The support team is dedicated to assisting our clients with a variety of inquiries related to Bottomline's payment solutions. As a member of the Customer Service Team, you will be tasked with addressing, diagnosing, and resolving customer inquiries through various channels including phone, chat, and our Customer Care Portal.

Every interaction presents a chance to exceed customer expectations, and you will play a crucial role in ensuring this is achieved efficiently while meeting specific Service Level Agreements.

You will collaborate with a team of like-minded professionals and be responsible for accurately and efficiently adhering to resource scheduling to meet both business and customer needs. Your work schedule will involve a rotating shift pattern from 8:00 AM to 10:30 PM, Monday to Friday (GMT).

  • Providing assistance to customers with a diverse range of initial technical inquiries and delivering prompt and precise resolutions.
  • Managing inquiries in accordance with a structured case management framework while achieving the required Service Level Agreements.
  • Collaborating with other departments to resolve cases that cannot be independently addressed.
  • Contributing to the development of a knowledge base and continuously improving content to support internal teams and customers.
  • Delivering exceptional service to our customers to ensure their satisfaction at every interaction.

Key Responsibilities:

  • Responding to and resolving customer inquiries via phone, chat, and the Bottomline customer care portal within established service level agreements.
  • Maintaining an accurate record of each customer inquiry within our Customer Record Management software.
  • Handling multiple cases across various communication channels simultaneously.
  • Adhering to strict Service Level Agreements.
  • Communicating technical information in a manner that is accessible and friendly to customers.
  • Ensuring that process and knowledge-based documentation is created, updated, and remains relevant.
  • Collaborating as part of a team, sharing knowledge, and providing mutual support.
  • Working with other teams and departments to diagnose and resolve issues effectively.
  • Representing the voice of the customer within the team and the organization.
  • Applying ITIL methodology to maintain industry best practices.

What Will Make You Successful:

  • Experience in a customer service environment.
  • Ability to multitask while ensuring high-quality customer interactions.
  • Capability to thrive in a team-oriented setting.
  • Ability to remain composed and professional under pressure.
  • A logical and systematic approach to problem diagnosis and resolution.
  • Resilience and self-motivation.
  • Ability to maintain calmness in challenging situations.

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