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Support Services Expert

2 months ago

Theale, United Kingdom Bottomline Full time

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 pay and get paid efficiently and securely.

The Role

The support function provides support to our customers with a range of queries regarding Bottomline payment solutions. As part of the Customer Service Team, you will be responsible for handling, diagnosing, and resolving customer queries via various communication channels.

Key Responsibilities

  • Assisting customers with a wide range of first-line technical queries and providing efficient and accurate resolution
  • Managing queries in line with a structured case management discipline and achieving required Service Level Agreements
  • Working with other teams within the business to obtain resolution where you are not able to resolve the case independently
  • Building a knowledge base and continuous improvement of the content to support our internal teams and the customer
  • Providing our customers with the highest level of service to meet their needs and expectations

Activities will include:

  • Responding to and resolving customer queries via various communication channels within set service level agreements
  • Updating and managing an accurate audit of each customer query within our Customer Record Management software
  • Managing multiple cases via a variety of communication channels at one time
  • Working within strict Service Level Agreements
  • Communicating technical information in a customer-friendly way
  • Ensuring process and knowledge-based documentation is produced, maintained, and remains relevant
  • Working as part of a team, sharing knowledge, and supporting each other
  • Working with other teams and departments to diagnose and resolve issues
  • Being the voice of the customer within the team and business
  • Working to ITIL methodology to ensure industry best practice is maintained

What will make you successful:

  • Experience within a customer services environment
  • Experience of multi-tasking whilst maintaining quality customer interactions
  • Able to operate in a team environment
  • Able to remain calm and professional under pressure
  • A logical and methodical approach to problem diagnosis and resolution
  • Resilient and self-motivated