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Customer Support Technical Analyst

Customer Support Technical Analyst at Bottomline in Theale, UK.
Bottomline
Hybrid
On-Site
United Kingdom
Undisclosed salary
Job Description
Bottomline is seeking a Customer Support Technical Analyst to join their team in Theale, UK. This is a hybrid role requiring 3 days of in-office attendance. The Customer Service team provides support to customers with queries regarding Bottomline payment solutions. The analyst will handle, diagnose, and resolve customer queries via phone, email, chat, and the Customer Care Portal, ensuring customer satisfaction and adherence to Service Level Agreements. The role involves working within a team, following a rotated shift pattern (8:00 - 22:30, Monday to Friday), and adhering to resource scheduling.

Role Involves:
  • Assisting customers with technical queries and providing accurate resolutions.
  • Managing queries within a structured case management discipline.
  • Collaborating with other teams to resolve complex cases.
  • Building and improving a knowledge base.
  • Providing high-level customer service.
  • Responding to customer queries via multiple channels.
  • Updating and managing customer query audits.
  • Communicating technical information clearly.
  • Ensuring process documentation is maintained.
  • Sharing knowledge and supporting team members.
  • Acting as the voice of the customer.
  • Working to ITIL methodology.

Requirements:
  • 2+ years of experience in customer services or customer success in a SaaS environment.
  • Experience in an omni-channel environment.
  • Experience with case management in a CRM environment.
  • Ability to multi-task while maintaining quality customer interactions.
  • Ability to work within tight service level agreements.
  • Ability to operate in a team environment.
  • Ability to remain calm and professional under pressure.
  • Logical and methodical approach to problem diagnosis.
  • Resilience and self-motivation.
  • Passion for technology.
  • Knowledge of Windows Server and desktop operating systems.
  • Understanding of networking.
  • Awareness of ITIL.
  • Basic knowledge of finance, payment, or BACS industry.
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Bottomline

Bottomline is a global leader in business payments and cash management solutions. With over 35 years of experience, the company facilitates the movement of trillions of dollars in payments annually. Bottomline specializes in providing comprehensive solutions that transform how businesses pay and get paid. The company is dedicated to promoting growth and innovation while delivering impactful results for its customers through its suite of services and technologies.

All Jobs at Bottomline (50)