Customer Support Analyst

Job Description

Bottomline is seeking a Customer Support Analyst to join their dynamic team in Theale, UK. The Support Analyst will play a crucial role in ensuring customer satisfaction by troubleshooting technical issues and providing timely feedback on Bottomline's software solutions and platforms. Responsibilities:

• Analyse, understand, and reproduce situations existing within our products
• Define and request configuration and code solutions
• Deliver high quality technical directives
• Follow-up, resolve or escalate of cases using ITIL procedures
• Track, describe and update the cases in our ITSM management system
• Communicate clearly with the different internal, third party and client teams
• Manage multiple cases in parallel
• Be part of the 24/7 OnCall rota

Requirements:

• University Degree in IT or equivalent
• 2 to 4 years’ experience in a similar role
• Experience with Linux and Windows machine operating systems
• Experience with SalesForce or a similar ITSM tool and a solid understanding of ITIL processes
• Proficiency of SQL queries
• Fluent in English

The role offers:

• Opportunity to work in a dynamic and motivated team
• Chance to handle key responsibilities in customer satisfaction
• Be part of the 24/7 OnCall rota