Customer Support Specialist

Location: Portsmouth, NH Office (3 days a week in Portsmouth, NH Office)

Who Are We?

Bottomline is on a mission to be the world’s leading business payments company, aligning our team to the common purpose of transforming the way businesses pay and get paid. It is a journey that goes around the world serving financial institutions and companies in more than 90 countries. Our Portsmouth office is the central strategic hub in the US as well as one of the go-to market global centers of excellence, conveniently positioned to enable a fulfilling and flexible, hybrid work-life balance. A place to collaborate and share knowledge share across multidisciplinary teams, it also provides the perfect space to meet virtually with our colleagues across time zones.

Culture and Values

We are one global team, who work with and for each other in a drive to delight customers through excellent execution, which fuels how we create and grow sustained business value for our customers, our team and all who partner with us. Our culture encourages people to be brave and curious, to drive to closure and to ensure our values and principles are lived out daily. We excel at Bottomline because we are positive and passionate about building a #LifeAtBottomline

Role: Customer Service Specialist

As a member of our Legal Spend Management Customer Support Team, deliver comprehensive, high-quality support to Bottomline customers with complex issues and questions. 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 15-30 inbound support calls and 20-30 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 rapidly 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
• Ability to work an 11am - 8pm shift one day a week to be determined after training is completed

What will make you successful:

• 1-2+ years of experience in a customer service or helpdesk role
• Proven ability to troubleshoot and support customers using software applications
• Strong customer service skills
• Ability to effectively multitask 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 and problem solving skills
• Ability to focus, retain information and research solutions using tools provided
• 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.

We welcome talent at all phases of their career through understanding and supporting additional needs (where applicable) as we look to innovate, win, and grow together.

Bottomline is proud to be an equal opportunity employer. We are committed to treating all individuals in a fair and equal manner by creating an inclusive and open environment.