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

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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

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Preferred Skills:

Previous customer and/or technical support experience

Previous Salesforce experience

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Education & Experience:

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

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2+ years of Customer Support experience

Bachelor’s degree is mandatory.

We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.

Customer Support Representative

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