Customer Support Technical Analyst

This is a hybrid role with 3 days attendance in the office is mandatory.

 
Essential Job Functions: 

The Customer Service team provides support to our customers with a range of queries regarding Bottomline payment solutions.  As part of this team, you are responsible for handling, diagnosing, and resolving customer queries via phone, email, chat, and our Customer Care Portal. 

All interactions are an opportunity to Delight our customers, and you are responsible to ensure this in the most efficient way and that specific Service Level Agreements are achieved. 

You will work within a team of likeminded people and be responsible for adhering to the resource scheduling accurately and efficiently to ensure that the needs of the business and the customer are met. 

Your working pattern will be rotated shift pattern which spans from 8.00 – 22.30 (working 7.5 hours), Monday to Friday (GMT).  

Responsible for: 

• Assisting customers with a wide range of technical queries and providing efficient and accurate resolution  

• Managing queries in line within a structured case management discipline and achieving required Service Level Agreements 

• Working with other teams within the business to obtain resolution where you are not able to resolve the case independently 

• Building a knowledge base and continuous improvement of the content to support our internal teams and the customer 

• Providing our customers with the highest level of service to Delight them at each interaction 

Activities will include:  

• Responding to and resolving customer queries via phone, email, chat and the Bottomline customer care portal within set service level agreements  

• Updating and managing an accurate audit of each customer query within our Customer Record Management software 

• Managing multiple cases via a variety of communication channels at one time 

• Working within strict Service level Agreements 

• Communicating technical information in a customer friendly way 

• Ensuring process and knowledge-based documentation is produced, maintained, and remains relevant 

• Working as part of a team, sharing knowledge, and supporting each other 

• Working with other teams and departments to diagnose and resolve issues 

• Being the voice of the customer within the team and business  

• Working to ITIL methodology to ensure industry best practice is maintained 

 
Preferred Skills: 

• 2+ years working within a customer services environment or within Customer success in a SaaS environment 

• Experience of working within an omni-channel environment 

• Experience of case management within a CRM environment 

• Experience of multi-tasking whilst maintaining quality customer interactions 

• Able to work to within tight service level agreements 

• Able to operate in a team environment 

• Able to remain calm and professional under pressure 

• A logical and methodical approach to problem diagnosis and resolution 

• Resilient and self-motivated 

• A passion for technology with some experience of: 

• Windows Server and Windows desktop operating systems 

• Understanding and knowledge of networking 

• Aware of ITIL 

• Basic knowledge of the finance, payment or BACS industry 

• Able to remain calm