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- Tasks: Troubleshoot technical issues and provide customer feedback on software solutions.
- Company: Join Bottomline, a dynamic company focused on customer satisfaction and innovative solutions.
- Benefits: Enjoy flexible work options with 1-2 days in the office and a collaborative team environment.
- Why this job: Be part of a motivated team making a real impact in the fintech industry.
- Qualifications: University degree in IT or equivalent, with 2-4 years of relevant experience required.
- Other info: Fluency in English is essential; additional languages are a plus.
The predicted salary is between 24000 - 42000 £ per year.
Join to apply for the Customer Support Analyst role at Bottomline.
LOCATION: Theale - UK (Requires 1-2 days' attendance in the Theale office)
JOB OVERVIEW: The Support Analyst will have a key role in customer satisfaction by troubleshooting technical issues, providing timely and accurate customer feedback, among other duties on our software solutions and platforms.
RESPONSIBILITIES AND DUTIES: The Support Analyst will have the chance to handle the following 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 cases using ITIL procedures
- Track, describe and update cases in our ITSM management system
- Communicate clearly with different internal, third party and client teams
- Be part of the 24/7 OnCall rota
QUALIFICATIONS:
Formal Education & Certification:- University Degree in IT or equivalent such as Engineering school and between 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. ITIL 4 foundation certification would be a plus.
- Experience with Knowledge base management using KCS methodology
- Proficiency in SQL queries
- Knowledge of Fintech environment would be an advantage
- Proven analytical and problem-solving abilities
- Ability to effectively prioritise and execute tasks in a high-pressure environment
- Exceptional customer service orientation
- Experience working in a team-oriented, collaborative environment
- To be rigorous, methodical, and organised
- Sense of responsibility appropriate to the banking industry
- Exceptional oral and written communication skills
- Highly self-motivated and directed
- Multi-tasking abilities
Languages: It is required to be fluent in English. Any other languages will be a plus.
Only the applications matching the required skills will be taken into consideration.
Customer Support Analyst employer: Bottomline
Contact Detail:
Bottomline Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Analyst
✨Tip Number 1
Familiarise yourself with ITIL processes, as they are crucial for the role. Understanding how to follow and implement these procedures will demonstrate your readiness to handle customer issues effectively.
✨Tip Number 2
Brush up on your SQL skills, as proficiency in writing queries is essential. Being able to showcase your ability to extract and manipulate data can set you apart from other candidates.
✨Tip Number 3
Gain experience with Salesforce or similar ITSM tools. If you can highlight any hands-on experience or relevant projects, it will show that you're prepared to hit the ground running.
✨Tip Number 4
Demonstrate your analytical and problem-solving skills during the interview. Prepare examples of past experiences where you've successfully resolved technical issues, as this will illustrate your capability in a high-pressure environment.
We think you need these skills to ace Customer Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in customer support and technical troubleshooting. Emphasise any familiarity with ITIL processes, SQL queries, and operating systems like Linux and Windows.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific skills that align with the job description, such as your analytical abilities and customer service orientation.
Showcase Relevant Experience: When detailing your work history, focus on roles where you handled technical issues or provided customer support. Use metrics to demonstrate your impact, such as improved customer satisfaction scores or successful issue resolution rates.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. Clear and professional communication is crucial, especially for a role that requires exceptional written skills.
How to prepare for a job interview at Bottomline
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Support Analyst. Familiarise yourself with troubleshooting technical issues and the importance of customer satisfaction, as these will be key discussion points during your interview.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Linux, Windows, and ITSM tools like SalesForce. Highlight any relevant projects or situations where you've successfully applied your technical knowledge, especially in high-pressure environments.
✨Demonstrate Problem-Solving Abilities
Prepare examples that showcase your analytical and problem-solving skills. Think of specific instances where you identified a problem, analysed it, and implemented a solution, as this aligns well with the role's requirements.
✨Communicate Clearly
Since communication is crucial for this role, practice articulating your thoughts clearly and concisely. Be ready to explain complex technical concepts in simple terms, as you'll need to communicate effectively with various teams and clients.
