Customer Support Specialist

Bottomline; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

An established industry player seeks a dedicated professional to enhance customer satisfaction and drive product success. This role involves managing complex customer inquiries, ensuring timely issue resolution, and fostering strong relationships. You will leverage your problem-solving skills and technical expertise to improve customer experiences and promote product adoption. Join a dynamic team where your contributions will directly impact customer engagement and business growth. If you are passionate about technology and customer service, this is an exciting opportunity to make a difference in a fast-paced environment.

Qualifications

• Proficient in customer communication and problem-solving.
• Experience with CRM tools and maintaining customer relationships.
• Strong communication and written skills for customer interactions.

Responsibilities

• Ensure a positive customer experience and manage issue resolution timelines.
• Document customer interactions and software defects for resolution.
• Handle 30-40 inbound calls and 20 emails daily.
• Document call transactions and resolution methodologies in the CRM tool.
• Manage and maintain timelines for issue resolution.
• Develop and maintain customer relationships.
• Identify root causes and escalate or resolve issues with internal teams.
• Focus on customer delight and expanding customer relationships.

Skills

Customer Communication

Problem Solving

CRM Tools Proficiency

Technical Excellence

Relationship Management

Phone & email support

Tools

CRM Software

Job description

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.

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 application 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

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• IT Services and IT Consulting