Customer Support Specialist

The role

The Customer Support Specialist is responsible for a positive customer experience using software as a service applications. This role involves handling inbound calls and emails to diagnose and resolve customer issues.

What you will do

• Total accountability for a positive customer experience
• Achieve and maintain proficiency with software as a service applications
• Receive inbound calls and emails
• Document call transactions and methodologies in a CRM tool
• Manage and maintain timelines for issue resolution
• Develop and maintain customer relationships
• Document software defects and work with internal departments to escalate or resolve
• Assist with identifying root cause of problems
• Participate in and adhere to the C1 Customer Service program

Required qualifications

• 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
• Ability to work independently and balance multiple priorities
• Team player, resourceful, flexible
• 2+ years of Customer Support experience
• Graduation is must

Nice to have

• Previous customer and/or technical support experience
• Previous Salesforce experience
• Associate's or Bachelor's degree in Communications, Management Information Systems, Business Administration or similar course of study

About the company

Bottomline is a global leader in business payments and cash management with over 35 years of experience.