About the job

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 

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 

Team player, resourceful, flexible 

Define the required business skills this role requires, including technical skills and behavioral competencies 

Preferred Skills

Previous customer and/or technical support experience 

Previous Salesforce experience 

Define the preferred skills for the role, these are not required for the person in the role to successful, but would be helpful to have already acquired to be able to understand the full scope of the job quicker and make a quicker impact for the overall team 

Education & Experience

Associate's or Bachelor's degree in Communications, Management Information Systems, Business Administration or similar course of study (not required but desired) 

Determine the years of experience needed and the completed education for the position.