Bottomline
CustomerSupportSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Support Specialist at Bottomline. Skills: Customer support, Issue resolution. Achieve positive customer experience. Maintain proficiency with software capabilities”
What You'll Achieve.
Achieve proficiency with software capabilities
Industry & Context.
Problem solving; Trouble-shooting; Diagnostic skills; Root cause analysis
Available to receive calls, At desk, Logged in to phone system
What They're Looking For.
Must Have
Proficient in Paymode-X product, Customer service skills, Communication skills, Business writing skills, Software troubleshooting skills, Diagnostic skills, Basic computer functions, Ability to teach users, Experience supporting SaaS, Communicate effectively via printed material, Communicate effectively on telephone, Oral communication skills, Written communication skills, Organizational skills, Problem solving skills, Ability to work independently, Balance multiple priorities
Nice to Have
Previous customer support experience, Previous technical support experience, Previous Salesforce experience, Associate's or Bachelor's degree
What You'll Do.
Achieve positive customer experience
Maintain proficiency with software capabilities
Handle inbound emails
Document call transactions
Document methodologies
Diagnose customer issues
Resolve customer issues
Manage timelines for issue resolution
Maintain timelines for issue resolution
Develop customer relationships
Maintain customer relationships
Document software defects
Identify root cause of issues
Resolve issues in changing environment
Seek new opportunities to expand customer relationships
Participate in C1 Customer Service program
Adhere to C1 Customer Service program
How You'll Work.
Communication Scope
Business writing; Oral communication; Written communication
Full Job Description
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! Responsibilities: 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 escalate 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: 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 effectivel
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