Customer Support Representative

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!
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