Bottomline
business payments and cash management
CustomerSupportSpecialist
Neural analysis suggests this role is
optimal for Entry candidates.
“Customer Support Specialist at Bottomline. Skills: Customer Support, communication, trouble-shooting, problem solving. supporting Bottomline customers with complex issues, questions, and projects. communication with the customer (via phone, email, web)”
What You'll Achieve.
Total accountability for a positive customer experience; Achieves and maintains proficiency with the capabilities of Bottomline's software as a service application as well as corresponding system and software changes; Focus on both customer delight and continuous seeking out of new opportunities to expand customer relationships
Industry & Context.
Software and environment trouble-shooting and diagnostic skills; Excellent organizational, problem solving and communications skills; Assists with identifying root cause of manages and resolves issues in a constantly changing environment
Candidates for this position must be authorized to work in the United States on a Full-Time/Permanent basis for any employer without restriction., Visa Sponsorships or Transfers (for current Visa Holders) WILL NOT be provided for this position., schedule of 11: 00 am – 8: 00 pm EST Monday – Friday, Training schedule for first 2-3+ months will be 8: 00 am - 5: 00 pm EST Monday - Friday
What They're Looking For.
Must Have
1-2+ years of 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, 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
Nice to Have
Previous professional customer and/or technical support experience, Previous Salesforce experience preferred (Not Required), An Associate's or Bachelor's degree in Communications, Business Administration, or similar course of study is preferred (Not Required)
What You'll Do.
supporting Bottomline customers with complex issues
communication with the customer (via phone
verifying defects and issues found within the Paymode
working with the team to find alternative solutions and workarounds to issues that are found
being the first point of contact for questions
other necessary services to ensure a high level of customer satisfaction
Total accountability for a positive customer experience
Achieves and maintains proficiency with the capabilities of Bottomline's software as a service application as well as corresponding system and software changes
Remaining available to receive calls - at desk and logged in to phone system (handles average 10-20 inbound calls
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 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
How You'll Work.
Team & Collaboration
working with the team to find alternative solutions and workarounds to issues that are found; Documents software defects and works with internal departments to escalate or resolve; Team player
Communication Scope
communication skills; business writing; Proven ability to communicate effectively via printed material and on the telephone; oral and written communications skills
Process & Methodology
Manage and maintain timelines for issue resolution, The ability to work independently and balance multiple priorities
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! The Role We are looking for a Customer Support Specialist to win and grow with us in our Portsmouth, NH office Hybrid (2 days a month). This position requires a schedule of 11:00 am – 8:00 pm EST Monday – Friday. Training schedule for first 2-3+ months will be 8:00 am - 5:00 pm EST Monday - Friday. Candidates for this position must be authorized to work in the United States on a Full-Time/Permanent basis for any employer without restriction. Visa Sponsorships or Transfers (for current Visa Holders) WILL NOT be provided for this position. As a Customer Support Specialist, you will be supporting Bottomline customers with complex issues, questions, and projects. Daily tasks may include, but are not limited to, communication with the customer (via phone, email, web), verifying defects and issues found within the Paymode, working with the team to find alternative solutions and workarounds to issues that are found, being the first point of contact for questions, and other necessary services to ensure a high level of customer satisfaction. How you’ll contribute: - Total accountability for a positive customer experience - Achieves and maintains proficiency with the capabilities of Bottomline's software as a service application as well as corresponding system and software changes - Remaining available to receive calls - at desk and logged in to phone system (handles average 10-20 inbound calls, 15 emails daily) - Documents call transactions, processes and methodologies used to diagnose and resolve the customer's issue
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