Customer Support Specialist New India

Bottomline Technologies, Inc.; India; Hybrid; INR 350,000 - 550,000; Full time

Job summary

Bottomline Technologies, Inc. is hiring for a customer support role with hybrid work and night shifts. You will handle inbound calls and emails, ensuring a positive customer experience while leveraging Paymode-X SaaS.

The role requires troubleshooting, CRM documentation, and active relationship management. You will work with various teams to resolve issues, maintain service levels, and contribute to customer delight.

Qualifications

• 2+ years of experience in customer support
• Proficient in Paymode-X product
• Strong customer service and business communication skills
• 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 written material and on the telephone
• Strong oral and written communications skills
• Excellent organizational, problem solving and communications skills
• Ability to work independently and balance multiple priorities
• Team player, resourceful, flexible
• Define the required business skills for the role, including technical and behavioral competencies

Responsibilities

• Total accountability for a positive customer experience
• Achieves and maintains proficiency with Bottomline's SaaS applications and related system changes
• Remains available to receive calls at desk and logged in to phone system (average 30-40 inbound calls, 20 emails daily)
• Documents call transactions, processes and methodologies in the CRM tool to diagnose and resolve issues
• Manage and maintain timelines for issue resolution
• Develop and maintain customer relationships
• Document software defects and work with internal teams to escalate or resolve
• Assist with identifying root cause of problems and resolve issues in a changing environment
• Focus on customer delight and expanding customer relationships
• Participate in Bottomline’s C1 Customer Service program
• Outline duties with appropriate level of responsibility for the position

Skills

Customer support

Paymode-X expertise

Communication skills

SaaS applications

CRM tools

Phone support

Education

Associate/Bachelor degree (optional)

Tools

CRM tools

Phone system

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.