Customer Support Specialist

The Role

We are looking for Customer Support Specialist to innovate, win, and grow with us! As a member of our Legal Spend Management Customer Support Team, deliver comprehensive, high-quality support to Bottomline customers with complex issues and questions. On this fast-paced team, you will need to exemplify outstanding customer delight skills. You will have a passion for problem-solving, technology, and helping others to promote a high-level customer satisfaction. You are encouraged to think creatively and are empowered to make routine decisions or address issues utilizing your own expertise. 

How you’ll contribute: 

• Hold total accountability for a positive customer experience 
• Achieve and maintain proficiency with the capabilities of Bottomline’s software as a service application, as well as corresponding system and software changes 
• Answer an average of 15-30 inbound support calls and 20-30 emails per day
• Consistently available to receive incoming calls (at desk and logged into phone system)
• Manage and maintain timelines for issue resolution
• Ability to develop and maintain customer relationships
• Document software defects and work with internal departments to escalate or resolve
• Document call transactions, processes and methodologies used to diagnose and resolve the customer’s issues within the appropriate CRM tool
• Assist with identifying root cause of problems; manage and resolve issues in a rapidly 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
• Ability to work an 11-8pm shift one day a week to be determined after training is completed

What will make you successful:

• 2+ years of experience in a customer service or helpdesk role
• Proven ability to troubleshoot and support customers using software applications
• Strong customer service skills
• Ability to effectively multitask in a high paced environment and balance multiple priorities
• A solid understanding of basic computer functions and ability to teach/train users
• Experience supporting software as a service
• Strong oral and written communications skills
• Excellent organizational and problem-solving skills
• Ability to focus, retain information and research solutions using tools provided
• Desire to be a team player, resourceful, and flexible