Customer Support Specialist

Posted 5 Days Ago
Be an Early Applicant
India
Entry level
Software
The Role
The Customer Support Specialist will support Bottomline's customers with complex inquiries and issues. This role involves communicating with customers through various channels, troubleshooting software issues, documenting resolutions, and maintaining customer satisfaction while promoting product adoption.
Summary Generated by Built In
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 35 years of experience and moving more than $16 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!

                                       For Manager / HRBP Completion    Compensation Team Completion 

Position Title: 

Customer Support Specialist 

EEOC (US Only): 

Choose an item. 

Function: 

CCO 

FLSA (US Only): 

Choose an item. 

People Mgr: 

Choose an item. 

 

 

Reports to: 

Souvik Mitra 

Job Family Group: 

Choose an item. 

Department: 

Member Services 

Job Family: 

Choose an item. 

Location: 

India 

Level: 

Choose an item. 

Version Date: 

11/13/24 

Radford Job Match: 

 

 

Position Summary: 

The majority of the employee’s time is spent supporting Bottomline customers and internal team members with complex issues, questions, and projects. Daily tasks may include, but are not limited to, communication with customers (via phone, email, web), verifying and resolving defects and problems found within the application. This individual is encouraged to think creatively and is empowered to make routine decisions or address issues utilizing his or her own expertise. However, all decisions of significant importance to Bottomline must be thoroughly discussed with the employee’s manager.   

Explain the essence of this position. 

TITLE will play a pivotal role in driving strategic product line success, exceptional customer outcomes, and technical excellence. This role blends strategic planning, team leadership, and cross-functional collaboration with a focus on customer satisfaction, value, engagement, product adoption, and technical excellence. Your efforts will promote new business growth through greater advocacy and reference-ability, while overseeing all aspects of product implementations across products and customers. 

 

Responsibilities: 

  • Total accountability for a positive customer experience 
  • Achieves and maintains proficiency with the capabilities of Bottomline's software as a service applications as well as corresponding system and software changes  
  • Remaining available to receive calls - at desk and logged in to phone system (handles average 30-40 inbound calls, 20 emails daily) 
  • Documents call transactions, processes and methodologies used to diagnose and resolve the customer's issues within the appropriate CRM tool 
  • Manage and maintain timelines for issue resolution 
  • Has ability to develop and maintain customer relationships  
  • Documents software defects and works with internal departments to escalate or resolve 
  • Assists with identifying root cause of problems; manages and resolves issues in a constantly changing environment  
  • Focus on both customer delight and continuous seeking out of new opportunities to expand customer relationships 
  • Active participation and adherence to Bottomline’s C1 Customer Service program 
  • Outline specific duties this position will be responsible for, keep in mind the level of responsibility in relation to the level of the position 
  •  
  •  
  •  

 

Required Technical Skills and Competencies: 

  • Proficient in Paymode-X product 
  • Customer service and communication skills including business writing  
  • Software and environment trouble-shooting and diagnostic skills 
  • Solid understanding of basic computer functions and ability to teach/train users  
  • Experience supporting software as a service  
  • Proven ability to communicate effectively via printed material and on the telephone  
  • Strong oral and written communications skills  
  • Excellent organizational, problem solving and communications skills  
  • The ability to work independently and balance multiple priorities  
  • Team player, resourceful, flexible 
  • Define the required business skills this role requires, including technical skills and behavioral competencies  
  •  
  •  
  •  

 

Preferred Skills: 

  • Previous customer and/or technical support experience 
  • Previous Salesforce experience  
  • Define the preferred skills for the role, these are not required for the person in the role to successful, but would be helpful to have already acquired to be able to understand the full scope of the job quicker and make a quicker impact for the overall team 
  •  
  •  

 

Education & Experience: 

  • Associate's or Bachelor's degree in Communications, Management Information Systems, Business Administration or similar course of study (not required but desired) 
  • Determine the years of experience needed and the completed education for the position.   
  • ____ years of ___________________ experience 
  • Bachelor’s degree in _____________ or equivalent work experience 

 

We welcome talent at all phases of their career, understanding and supporting additional needs (where applicable) as we look to innovate, win, and grow together. 

 

Bottomline is proud to be an equal opportunity employer. We are committed to treating all individuals in a fair and equal manner by creating an inclusive and open environment.  

 

 

Compensation Team – Approval of JD, Radford Match & Level 

Name: ____________________________________________ Date:  _____________________ 

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.

Top Skills

Crm Tools
Paymode-X
Software As A Service
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.

The Company
HQ: Portsmouth, NH
5,395 Employees
On-site Workplace
Year Founded: 1989

What We Do

Bottomline (NASDAQ: EPAY) makes complex business payments simple, smart, and secure.

Corporations and banks rely on Bottomline for domestic and international payments, efficient cash management, automated workflows for payment processing and bill review, and state of the art fraud detection, behavioral analytics and regulatory compliance solutions. Thousands of corporations around the world benefit from Bottomline solutions.

Headquartered in Portsmouth, NH, Bottomline delights customers through offices across the U.S., Europe, and Asia-Pacific.

Similar Jobs

eClinical Solutions Logo eClinical Solutions

Customer Support Specialist

Cloud • Healthtech • Professional Services • Software • Pharmaceutical
Easy Apply
Hybrid
Bangalore, Bengaluru, Karnataka, IND

eClinical Solutions Logo eClinical Solutions

Sr. Customer Support Specialist

Cloud • Healthtech • Professional Services • Software • Pharmaceutical
Easy Apply
Hybrid
Bangalore, Bengaluru, Karnataka, IND

HighLevel Logo HighLevel

Senior Customer Support Specialist

Information Technology • Internet of Things • Marketing Tech
Remote
Delhi, Connaught Place, New Delhi, Delhi, IND
974 Employees
Bengaluru, Bengaluru Urban, Karnataka, IND
6766 Employees

Similar Companies Hiring

True Anomaly Thumbnail
Software • Machine Learning • Hardware • Defense • Artificial Intelligence • Aerospace
Colorado Springs, CO
131 Employees
Caliola Engineering Thumbnail
Software • Machine Learning • Hardware • Defense • Data Privacy • App development • Aerospace
Colorado Springs, CO
53 Employees
Red 6 Thumbnail
Virtual Reality • Software • Hardware • Defense • Aerospace
Orlando, Florida
113 Employees

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account