Technical Support Specialist

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 transform the way they pay and get paid.

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 performing other duties on our software solutions and platforms.

  • Follow-up, resolve or escalate of cases using ITIL procedures
  • Track, describe and update the cases in our ITSM management system
  • Communicate clearly with internal, third-party, and client teams
  • Manage multiple cases in parallel
  • Analyze, understand, and reproduce situations existing within our products
  • Define and request configuration and code solutions
  • Deliver high-quality technical directives

Requirements

  • University Degree in IT or equivalent such as Engineering school and between 1 to 2 years' experience in a similar role.
  • Experience with Linux machine operating systems is a must
  • Proficiency with SQL queries & commands required
  • A working understanding of ITIL processes. ITIL 4 foundation certification would be a plus.
  • Experience with Knowledge base management using KCS methodology is a plus
  • Working experience with K8S and Docker is advantageous
  • Knowledge of Fintech environment would be an advantage

Personal Attributes

  • 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
  • To be rigorous, methodical, and organized
  • Sense of responsibility appropriate to the banking industry
  • Exceptional oral and written communication skills
  • Highly self-motivated and directed.
  • Multi-tasking abilities
  • Fluent in English (German would be advantageous)

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