Customer Support Specialist

Bottomline; Bengaluru; Hybrid; INR 450,000 - 650,000; Full time

Job summary

Bottomline seeks customer-focused professionals to join its team in Bengaluru. You will handle calls and emails, ensuring a positive customer experience while using Bottomline's SaaS platforms and related systems.

The role requires 2+ years in customer support, strong communication skills, and the ability to troubleshoot software and teach users. A hybrid work model with night shifts is part of the role, offering growth and exposure to business payments solutions.

Qualifications

• 2+ years of experience in customer support.
• Proficient in Paymode-X product.
• Customer service and communication skills including business writing.
• Software and environment troubleshooting 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.

Responsibilities

• Total accountability for a positive customer experience.
• Proficiency with Bottomline's SaaS applications and changes.
• Handle 30-40 inbound calls and 20 daily emails.
• Document call transactions and diagnostics in the CRM.
• Manage and maintain timelines for issue resolution.
• Develop and maintain customer relationships.
• Document software defects and coordinate with internal teams.
• Identify root causes and resolve issues in a changing environment.
• Seek opportunities to expand customer relationships.
• Participate in Bottomline’s C1 Customer Service program.

Skills

Customer service

Communication

Troubleshooting

SaaS experience

Education

Associate's or Bachelor's degree in Communications/MIS/Business Administration

Tools

Paymode-X

Salesforce

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!

Responsibilities:

• Total accountability for a positive customer experience
• Achieves and maintains proficiency with the capabilities of Bottomline's software as a service applications 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 escape 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:

This role follows a hybrid work model and requires working in a night shift.

• 2+ years of experience in customer support is must.
• Proficient in Paymode-X product.
• Customer service and communication skills including business writing.
• Software and environment troubleshooting 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
• Define the preferred skills for the role, these are not required for the person in the role to successful, but would be helpful to have already acquired to be able to understand the full scope of the job quicker and make a quicker impact for the overall team

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.