Support Analyst

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: Switzerland

Reporting to: FM Head Of Support

Job overview

The Support Analyst will play a key role in customer satisfaction by troubleshooting technical issues and providing timely and accurate feedback to customers, among other duties related to our software solutions and platforms.

Responsibilities and Duties

The Support Analyst will handle the following responsibilities:

• Analyze, understand, and reproduce issues within our products
• Define and request configuration and code solutions
• Deliver high-quality technical directives
• Follow-up, resolve, or escalate cases using ITIL procedures
• Track, describe, and update cases in our ITSM management system
• Communicate clearly with internal teams, third-party vendors, and clients
• Manage multiple cases simultaneously
• Participate in the 24/7 On-Call rota

Qualifications

Formal Education & Certification

• University Degree in IT or equivalent (e.g., Engineering) with 2 to 4 years of relevant experience

Knowledge & Experience

• Experience with Linux and Windows operating systems
• Experience with Salesforce or similar ITSM tools and understanding of ITIL processes; ITIL 4 Foundation certification is a plus
• Experience with Knowledge Base management using KCS methodology
• Proficiency in SQL queries
• Knowledge of the Fintech environment is advantageous

Personal Attributes

• Strong analytical and problem-solving skills
• Ability to prioritize and execute tasks effectively under pressure
• Exceptional customer service orientation
• Team-oriented and collaborative mindset
• Rigor, methodical approach, and organizational skills
• Sense of responsibility suitable for the banking industry
• Excellent oral and written communication skills
• Highly self-motivated and proactive
• Ability to multitask efficiently

Languages

Fluency in English is required. Additional languages are a plus.

Only applications matching the required skills will be considered.

We support talent at all career stages and are committed to creating an inclusive, diverse environment.