Customer Support Specialist

Bottomline; Estados Unidos; Presencial; COP 40.000.000 - 80.000.000; Jornada completa

Descripción de la vacante

A global leader in business payments seeks a Customer Support Specialist to ensure a positive customer experience while efficiently managing queries through various channels. The ideal candidate will have strong customer service skills, experience in software support, and excellent communication abilities. This dynamic role offers opportunities for professional growth and the chance to be part of a dedicated team.

Formación

• Experience supporting software as a service.
• Strong oral and written communications skills.

Responsabilidades

• Total accountability for a positive customer experience.
• Achieve and maintain proficiency with Bottomline's software.
• Manage and maintain timelines for issue resolution.
• Document software defects and resolve issues.

Conocimientos

Customer service and communication skills

Software troubleshooting skills

Communication via email and phone

Organizational skills

Team player

Educación

Associate's or Bachelor's degree in relevant field

Herramientas

Salesforce

Descripción del empleo

Join us to apply for the Customer Support Specialist role at Bottomline

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 $16 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!

Responsibilities

• Total accountability for a positive customer experience
• Achieves and maintains proficiency with the capabilities of Bottomline's software as a service application as well as corresponding system and software changes
• Remaining available to receive calls - at desk and logged in to phone system (handles average 10-20 inbound calls, 15 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

Required Technical Skills And Competencies

• 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

Preferred Skills

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

Education & Experience

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

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