Customer Support Analyst

Bottomline; Reading; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in business payments is seeking a Support Analyst to join their Financial Messaging team. The role involves troubleshooting, providing customer support, and managing technical issues in a fast-paced environment. Candidates should possess a degree in IT and relevant experience, with proficiency in SQL and knowledge of ITIL processes being advantageous. Join Bottomline and help transform the payments landscape!

Qualifications

• Experience with Linux and Windows OS (2-4 years).
• Knowledge of ITIL processes; ITIL 4 certification is a plus.
• Fluency in English; other languages are a plus.

Responsibilities

• Troubleshoot technical issues and provide customer feedback.
• Analyse situations within products and deliver quality directives.
• Manage multiple cases and follow up using ITIL procedures.

Skills

Analytical skills

Problem-solving

Customer service orientation

Multi-tasking

Education

University Degree in IT or equivalent

Tools

SalesForce

ITSM tool

SQL

Job description

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!

To join a very dynamic company and a motivated team, we invite you to apply for the position of:

Support Analyst

DEPARTMENT: Financial Messaging - Service Desk

LOCATION: Theale - UK

REPORTING TO: FM UK Manager

JOB OVERVIEW

The Support Analyst will have a key role in the Customer satisfaction by troubleshooting technical issues, provide timely and accurate customer feedback, among other duties on our software solutions and platforms.

RESPONSIBILITIES AND DUTIES

The Support Analyst will have the chance to handle the following responsibilities:

• Analyse, understand, and reproduce situations existing within our products

• Define and request configuration and code solutions

• Deliver high quality technical directives

• Follow-up, resolve or escalate of cases using ITIL procedures

• Track, describe and update the cases in our ITSM management system

• Communicate clearly with the different internal, third party and client teams

• Manage multiple cases in parallel

• Be part of the 24/7 OnCall rota

QUALIFICATIONS

Formal Education & Certification

· University Degree in IT or equivalent such as Engineering school and between 2 to 4 years’ experience in a similar role.

Knowledge & Experience

• Experience with Linux and Windows machine operating systems

• Experience with SalesForce or a similar ITSM tool and a solid understanding of ITIL processes. ITIL 4 foundation certification would be a plus.

• Experience with Knowledge base management using KCS methodology

• Proficiency of SQL queries

• Knowledge of Fintech environment would be an advantage

Personal Attributes

• Proven analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Exceptional customer service orientation.

• Experience working in a team-oriented, collaborative environment

• To be rigorous, methodical, and organised

• Sense of responsibility appropriate to the banking industry

• Exceptional oral and written communication skills

• Highly self-motivated and directed.

• Multi-tasking abilities

Languages

It is required to be fluent in English. Any other languages will be a plus.

Only the applications matching the required skills will be taken into consideration

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.