Customer Support Specialist

Bottomline is at the forefront of digital transformation. We are a growing global market leader uniquely equipped to address the changing needs of how businesses pay and get paid. Our culture of Working with and for each other enables us to delight our customers. We empower our teams to think like owners driving customer satisfaction, helping them grow their business and win in their markets.

We are looking for Customer Support Specialist to innovate, win, and grow with us in Portsmouth, NH.

As a member of our Paymode- X Customer Support Team will deliver comprehensive, high-quality support of Bottomline customers with complex issues, questions, and projects. On this fast-paced team, you will need to exemplify outstanding customer delight skills. You will have a passion for problem-solving, technology, and helping others to promote a high level customer satisfaction.  You are encouraged to think creatively and are empowered to make routine decisions or address issues utilizing your own expertise.

How you’ll contribute:

• Hold 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
• Answer an average of 30-50 inbound support calls and 20 emails per day
• Consistently available to receive incoming calls (at desk and logged into phone system)
• Manage and maintain timelines for issue resolution
• Ability to develop and maintain customer relationships
• Document software defects and work with internal departments to escalate or resolve
• Document call transactions, processes and methodologies used to diagnose and resolve the customer’s issues within the appropriate CRM tool
• Assist with identifying root cause of problems; manage and resolve issues in a constantly changing environment
• Focus on both customer satisfaction and continuous seeking out of new opportunities to expand customer relationships
• Active participation and adherence to Bottomline’s C1 Customer Service program
• Ability to work an 11-8pm shift M-F

What will make you successful:

• Strong customer service and communication skills
• Ability to effectively multi task in a high paced environment and balance multiple priorities
• A solid understanding of basic computer functions and ability to teach/train users
• Experience supporting software as a service
• Strong oral and written communications skills
• Excellent organizational, problem solving and communications skills
• Desire to be a team Player, resourceful, and flexible

You’ll love Bottomline because in everything we do we seek to delight our customers and we are passionate about building a company of which we can all be proud, and this starts with building amazing teams filled with team members that challenge you every day.

Start your #LifeAtBottomline