Senior Customer Support Specialist

Bottom Line

1 - 5 years

3 - 7 Lacs

bengaluru

Posted:5 days ago| Platform:

Apply

Skills Required

business administration ticketing application support helpdesk software support analytical issue resolution customer support cash management customer service

Work Mode

Work from Office

Job Type

Full Time

Job Description

Why Choose Bottomline

Are you ready to transform the way businesses pay and get paidBottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. Were looking for passionate individuals to join our team and help drive impactful results for our customers. If youre dedicated to delighting customers and promoting growth and innovation - we want you on our team!

Tier 1 Customer Support Specialist

About the Position:

Tier 1 Application Support Specialist.

Responsibilities of this Position:

Answer inbound calls and tickets, ensuring all customer contacts are responded to quickly, with a high level of service.

Provide outstanding customer service to both internal and external customers. Thoroughly document findings, next steps, and learnings in tickets. Contribute to team documentation to facilitate knowledge sharing.

Actively manage assigned tickets to ensure adherence to SLA s. Ensure daily updates are provided to customers, expectations are clearly set and proactive internal follow up is performed.

Conduct screen-share sessions with customers to troubleshoot issues, assist with navigating the application and/or reproduce reported issues.

Deliver and perform against position and team performance metrics.

Work with cross functional teams to research and resolve customer issues.

Collaborate on issue resolution and escalate issues requiring technical resources.

Quickly identify trends and product defects and escalate to managers for fast resolution.

Perform additional responsibilities as defined by the support management team.

Participate in on-call responsibilities during non-business hours, weekends and holidays as requested.

Knowledge and Skill Requirements:

2+ years of experience in a customer service or helpdesk role

Proven ability to troubleshoot and support customers using software applications

Must have excellent listening and communication skills (written and verbal) with the ability follow instructions

Highly organized with good analytical problem-solving abilities

Must have strong written and communication skills, including the ability to effectively interact with internal teams, partners, and customers. Ability to multi-task in a fast-paced constantly evolving workplace.

Candidates must be eligible to work in the US for any employer

Desired but not required:

Bachelors degree in Information Systems, Communications, Business Administration, Technology or equivalent education and experience

Familiarity with Accounting and/or software support

Experience working out of ticketing systems

We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. Were proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.

Disclaimer - The job location mentioned in this description is based on publicly available information or company headquarters. Candidates are advised to verify the exact job location directly with the employer before applying.