Customer Support Specialist

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Bottomline Media

Kolkata, Bengaluru, Pune City

INR 4,50,000 - 6,75,000

Be among the first applicants.

2 days ago

Job description

Position Summary:

The majority of the employee's time is spent supporting Bottomline customers and internal team members with complex issues, questions, and projects. Daily tasks may include, but are not limited to, communication with customers (via phone, email, web), verifying and resolving defects and problems found within the application. This individual is encouraged to think creatively and is empowered to make routine decisions or address issues utilizing his or her own expertise. However, all decisions of significant importance to Bottomline must be thoroughly discussed with the employee's manager.

TITLE will play a pivotal role in driving strategic product line success, exceptional customer outcomes, and technical excellence. This role blends strategic planning, team leadership, and cross-functional collaboration with a focus on customer satisfaction, value, engagement, product adoption, and technical excellence. Your efforts will promote new business growth through greater advocacy and reference-ability, while overseeing all aspects of product implementations across products and customers.

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 customers' issues within the appropriate CRM tool.
Manage and maintain timelines for issue resolution.
Has the ability to develop and maintain customer relationships.
Documents software defects and works with internal departments to escalate or resolve.
Assists with identifying the 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 troubleshooting 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.

Preferred Skills:

Previous customer and/or technical support experience.
Previous Salesforce experience.

Education & Experience:

Associates or Bachelor's degree in Communications, Management Information Systems, Business Administration or similar course of study (not required but desired).
Bachelor's degree or equivalent work experience.