Customer Support Analyst

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 $10 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!

Position Summary: Customer support Analyst - Bangalore.

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.  

Explain the essence of this position…. 

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 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 

• Outline specific duties this position will be responsible for, keep in mind the level of responsibility in relation to the level of the position 

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 

• Define the required business skills this role requires, including technical skills and behavioral competencies  

Preferred Skills: 

• Previous customer and/or technical support experience 

• Previous Salesforce experience  

• Define the preferred skills for the role, these are not required for the person in the role to successful, but would be helpful to have already acquired to be able to understand the full scope of the job quicker and make a quicker impact for the overall team 

Education & Experience: 

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

• Determine the years of experience needed and the completed education for the position.  

• 3+ years of experience in customer support.

Bottomline is proud to be an equal opportunity employer. We are committed to treating all individuals in a fair and equal manner by creating an inclusive and open environment.