Customer Support Specialist

Bottomline; Karnataka; Hybrid; INR 420,000 - 660,000; Full time

Job summary

Bottomline in India (Karnataka) is seeking a customer support specialist to deliver a positive experience for paying customers, working in a hybrid model with night shifts.

The role requires 2+ years in customer support, proficiency with Paymode-X, SaaS troubleshooting, and strong business writing. You will use CRM to document issues and help expand customer relationships while balancing multiple priorities.

Qualifications

• Minimum 2+ years in customer support.
• Proficient in Paymode-X product.
• Strong business writing and communication skills.
• SaaS experience and technical troubleshooting.
• Able to teach/train users and navigate CRM.
• Excellent organization and problem-solving.
• Ability to manage multiple priorities and work independently.

Responsibilities

• Total accountability for delivering a positive customer experience.
• Handle 30-40 inbound calls and 20 emails daily.
• Document calls and processes in the CRM.
• Maintain timelines for issue resolution and follow-up.
• Develop and maintain customer relationships.
• Identify root causes and collaborate to resolve issues.
• Participate in Bottomline’s customer service program.
• Outline duties with appropriate responsibility level.

Skills

Customer support

Business writing

Communication skills

Troubleshooting

Training others

Independent worker

Multitasking

Team player

Relationship building

Education

Associate's or Bachelor's degree in Communications, MIS, Business Administration or similar

Tools

Paymode-X

CRM software

SaaS platforms

Job description

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:

This role follows a hybrid work model and requires working in a night shift. Please apply only if you are comfortable working night shifts.

• 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 escalat**e** 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
• Outline specific duties this position will be responsible for, keep in mind the level of responsibility in relation to the level of the position

Required Technical Skills and Competencies:

This role follows a hybrid work model and requires working in a night shift. Please apply only if you are comfortable working night shifts.

• 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 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
• Define the required business skills this role requires, including technical skills and behavioral competencies

Preferred Skills:

• Previous customer and/or technical support 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.