Why Choose Bottomline?
Are you ready to transform the way businesses pay and get paid? 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 looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!
The Role
We are looking for a dynamic and innovative Customer Support Specialist to join our team in Bangalore .
Position Summary:
The Paymode-X Customer Support Specialist position is a full-time permanent position. The majority of the Customer Support Specialist’s time is spent supporting Bottomline customers with complex issues, questions, and projects. Daily tasks may include, but are not limited to, communication with the customer (via phone, email, web), accountability for Bottomline products and integrations, setting issue/resolution and new project timelines with customers, and other necessary services to ensure a high level of customer satisfaction. This individual is encouraged to think creatively and is empowered to make routine decisions or address issues utilizing his or her own expertise.
How you’ll contribute
- Hold total accountability for a positive customer experience
- Achieve and maintain proficiency with the capabilities of Bottomline’s software as a service applications, as well as corresponding system and software changes
- Answer an average of 50 inbound support calls and 20 emails per day
- Consistently available to receive incoming calls (at desk and logged into phone system)
- Manage and maintain timelines for issue resolution
- Ability to develop and maintain customer relationships
- Document software defects and work with internal departments to escalate or resolve
- Document call transactions, processes and methodologies used to diagnose and resolve the customer’s issues within the appropriate CRM tool
- Assist with identifying root cause of problems; manage and resolve issues in a constantly changing environment
- Focus on both customer satisfaction and continuous seeking out of new opportunities to expand customer relationships
- Active participation and adherence to Bottomline’s C1 Customer Service program
If you have the attributes, skills, and experience listed below, we want to hear from you.
- Customer service skills
- Ability to effectively multi task in a high paced environment
- Solid understanding of basic computer functions and ability to teach/train users
- Experience supporting software as a service
- Strong oral and written communication skills
- Excellent organizational and problem solving skills
- The ability to work independently and balance multiple priorities
- Team player, resourceful, flexible
We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone