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. This is a hybrid position. 

As a member of Legal Spend Management team you will support Bottomline customers with complex issues, questions, and projects. Daily tasks may include, but are not limited to, communication with the customer (via phone, email, web), accountability for Bottomline products and integrations, setting issue/resolution and new project timelines with customers, and other necessary services to ensure a high level of customer satisfaction.  You are encouraged to think creatively and is empowered to make routine decisions or address issues utilizing his or her own expertise.

How you’ll contribute:

• 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
• Taking, at least, the average number of inbound support calls from the call queue
• Remaining available to receive calls (at desk and logged in to phone system)
• Manage and maintain timelines for issue resolution
• Has ability to develop and maintain customer relationships
• Assists customers/users by providing training over the phone as needed and explaining additional functionality the customer/user may not be currently using
• Documents software defects and works with internal departments to escalate or resolve.
• Documents call transactions, processes and methodologies used to diagnose and resolve the customer's issues within the appropriate CRM tool.
• 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

How you’ll be measured:  

Like every member of the LSM organization, the Customer Support Specialist is evaluated on the ability of the business unit to provide outstanding support services to our customers while identifying potential revenue opportunities. Additionally, the Customer Support Specialist is evaluated on the ability to successfully work as part of a team and deliver customer solutions on time. Specific evaluation metrics may include: 

• Customer satisfaction score based on survey results
• Total amount of issues logged and resolved
• Total time available to receive inbound calls
• Achieving the given quota for Knowledge Center submissions on a quarterly basis
• Average speed to answer

What will make you successful:

• 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
• The ability to work from 9:00 am to 6:00 pm with a rotating shift from 11am to 8pm
• Team player, resourceful, flexible
• Associate's or Bachelor's degree in Communications, Management Information Systems, Business Administration or similar course study

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