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Application Support Analyst

4 months ago

UK, UK, United Kingdom Bottomline Full time

Who Are We?

Bottomline is on a mission to be the world’s leading business payments company, aligning our team to the common purpose of transforming the way businesses pay and get paid.

Its is a journey that goes around the world serving financial institutions and companies in more than 90 countries. Our offices across EMEA are conveniently positioned to enable a fulfilling and flexible, hybrid work-life balance. Places to collaborate and share knowledge across multidisciplinary teams, the offices also provide the perfect space to meet virtually with our colleagues across time zones.

Offices in Theale, London, Paris, Geneva, Zurich, Or Yehuda, Beirut and Prishtinë cover our financial technology solution suite and delivery model, supporting our customers across sales, programme management, operations, technical support, and development hubs.


Role

The Technical Support Engineer will have a key role in the Customer satisfaction by troubleshooting technical issues, provide timely and accurate customer feedback, among 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 the different internal, third party and client teams
  • Manage multiple cases in parallel
  • Analyse, understand, and reproduce situations existing within our products
  • Define and request configuration and code solutions
  • Deliver high quality technical directives


Knowledge & Experience

  • 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 prioritise 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 organised
  • 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)