Customer Support Specialist

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

Required Technical Skills and Competencies:

• 2+ years of experience in customer support is must.
• 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

Preferred Skills:

• Previous customer and/or technical support experience
• Previous Salesforce experience