Customer Support Representative

Overview

Customer Support Representative handling inbound calls and emails, resolving customer issues on Bottomline's software as a service applications, and developing customer relationships.

What you'll do

• Take 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.
• Remain available to receive calls, at desk and logged in to the phone system (handles average 30-40 inbound calls and 20 emails daily).
• Document call transactions, processes and methodologies used to diagnose and resolve customer issues within the appropriate 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 them.
• Assist with identifying root cause of problems; manage and resolve issues in a constantly changing environment.
• Focus on customer delight and continuously seek out new opportunities to expand customer relationships.
• Actively participate in and adhere to Bottomline's C1 Customer Service program.

What you'll need

• Proficient in the 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 communication skills.
• Excellent organizational, problem-solving and communication skills.
• Ability to work independently and balance multiple priorities.
• Team player, resourceful and flexible.
• 2+ years of Customer Support experience.
• Bachelor's degree is mandatory.

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.