Customer Support Specialist

Job Name: Customer Support Specialist
Name of the Company: Bottomline Technologies
Location: Portsmouth, NH
Salary range: Not specified

Position Description

Bottomline Technologies is seeking a Customer Support Specialist who will be tasked with providing excellent customer support services to its clients. The ideal candidate will be working from the office three times a week. This is an entry-level position perfect for those who have an Associate’s Degree and is passionate about customer service.

Responsibilities

– Provides support on complex issues, projects, and questions for clients via phone, email, and web.
– Takes calls from the call queue and ensures that clients’ requirements are met.
– Achieves and maintains proficiency with Bottomline’s software and corresponding system and software changes.
– Document software defects and collaborates with internal departments to escalate or resolve issues.
– Manages and resolves issues in a rapidly changing environment.
– Identifies root cause of problems.
– Documents call transactions, processes and methodologies used to diagnose and resolve customer issues.
– Assists clients/users by providing training over the phone as needed and explaining additional functionality users may not be currently using.
– Maintains timelines for issue resolution.
– Develops and maintains customer relationships to keep clients loyal to the company.
– Active participation and adherence to Bottomline’s C1 Customer Service program.

Qualifications

– Associate’s or Bachelor’s degree in Communications, Management Information Systems, Business Administration, or a similar course of study.
– Excellent customer service and communication skills including business writing.
– Proven ability to communicate effectively via printed material and on the telephone.
– Strong oral and written communications skills.
– Good organizational, problem-solving, and communications skills.
– Strong diagnostic skills, specifically in a software and environment setting.
– Good understanding of basic computer functions and ability to teach/train users.
– Ability to work independently and balance multiple priorities.
– Team player, resourceful, and flexible.
– The ability to work from 9:00 am to 6:00 pm with a rotating shift from 11 am to 8 pm.
– Experience supporting software as a service is a plus.

At Bottomline Technologies, every team member is challenged to provide outstanding support services to clients while identifying potential revenue opportunities. The Customer Support Specialist’s evaluation metrics 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, and average speed to answer.