Customer Support Specialist

The Role

We are looking for a Customer Support Specialist to win and grow with us in our Portsmouth, NH office Hybrid (1 day per week) if within 50 miles or remotely if on CST, MTN, or PST Time Zones.

This position requires a schedule of 11:00 am – 8:00 pm EST Monday – Friday.

Candidates for this position must be authorized to work in the United States on a Full-Time/Permanent basis for any employer without restriction. Visa Sponsorships or Transfers WILL NOT be provided for this position.

As a Customer Support Specialist, you will be supporting Bottomline customers with complex issues, questions, and projects. Daily tasks may include, but are not limited to, communication with the customer (via phone, email, web), verifying defects and issues found within the Paymode, working with the team to find alternative solutions and workarounds to issues that are found, being the first point of contact for questions, and other necessary services to ensure a high level of customer satisfaction.

How you’ll contribute:

• 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
• Remain available to receive calls - at desk and logged in to phone system (handles average 10-20 inbound calls, 15 emails daily)
• Document 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
• Document software defects and works with internal departments to escalate or resolve
• Assist 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

If you have the attributes, skills, and experience listed below, we want to hear from you!

• 1-3 Year of experience in a Customer Support/Member Services role
• 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 preferred (Not Required)
• 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 professional customer and/or technical support experience for a Software Company
• Previous Salesforce experience preferred (Not Required)

Education and Experience:

• An Associate's or Bachelor's degree in Communications, Business Administration, or similar course of study is preferred (Not Required)