Customer Support Specialist

The Customer Support Specialist is responsible for enhancing the customer experience through effective communication, issue resolution, and maintaining relationships while providing support for Bottomline's software applications. 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 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

Bottomline (NASDAQ: EPAY) makes complex business payments simple, smart, and secure. Corporations and banks rely on Bottomline for domestic and international payments, efficient cash management, automated workflows for payment processing and bill review, and state of the art fraud detection, behavioral analytics and regulatory compliance solutions. Thousands of corporations around the world benefit from Bottomline solutions. Headquartered in Portsmouth, NH, Bottomline delights customers through offices across the U.S., Europe, and Asia-Pacific.