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- Tasks: Join us as a Support Analyst, troubleshooting tech issues and ensuring customer satisfaction.
- Company: Bottomline is a global leader in business payments with over 35 years of experience.
- Benefits: Enjoy a dynamic work environment, opportunities for growth, and a commitment to inclusivity.
- Why this job: Be part of a motivated team driving innovation in the fintech space while making a real impact.
- Qualifications: University degree in IT or Engineering 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 30000 - 42000 £ per year.
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 are looking for passionate individuals to join our team and help drive impactful results for our customers. If you are dedicated to delighting customers and promoting growth and innovation, we want you on our team!
LOCATION: Theale - UK
REPORTING TO: FM UK Manager
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
- 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.
We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We are proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.
Customer Support Analyst UK, Theale (Reading) employer: Bottomline Technologies
Contact Detail:
Bottomline Technologies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Analyst UK, Theale (Reading)
✨Tip Number 1
Familiarise yourself with the ITIL processes, as this role heavily relies on them. Understanding how to effectively follow up and escalate cases will demonstrate your readiness for the position.
✨Tip Number 2
Brush up on your SQL skills, as proficiency in SQL queries is a key requirement. Being able to showcase your ability to analyse data will set you apart from other candidates.
✨Tip Number 3
Gain hands-on experience with both Linux and Windows operating systems. If you can discuss specific scenarios where you've troubleshot issues on these platforms, it will highlight your technical expertise.
✨Tip Number 4
Prepare to discuss your customer service experiences in detail. This role is all about delighting customers, so having examples of how you've successfully resolved customer issues will be crucial.
We think you need these skills to ace Customer Support Analyst UK, Theale (Reading)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in customer support and technical troubleshooting. Emphasise your familiarity with Linux, Windows, and any ITSM tools like SalesForce.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and problem-solving. Mention specific examples of how you've delighted customers in the past and how you can contribute to Bottomline's mission.
Highlight Relevant Skills: In your application, clearly list your skills related to SQL queries, ITIL processes, and any experience in the Fintech environment. This will help demonstrate your fit for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Bottomline Technologies
✨Understand the Company and Its Products
Before your interview, take some time to research Bottomline Technologies and their payment solutions. Familiarise yourself with their products and services, as well as recent news or developments in the fintech industry. This will help you demonstrate your genuine interest and understanding of the company during the interview.
✨Showcase Your Technical Skills
As a Customer Support Analyst, you'll need to be proficient in troubleshooting technical issues. Be prepared to discuss your experience with Linux, Windows, SQL queries, and any ITSM tools like SalesForce. Consider preparing examples of past situations where you've successfully resolved technical problems to illustrate your capabilities.
✨Demonstrate Your Customer Service Orientation
Since the role focuses on customer satisfaction, it's crucial to highlight your exceptional customer service skills. Prepare to share specific examples of how you've gone above and beyond to assist customers in previous roles. Emphasise your ability to communicate clearly and effectively with clients and internal teams.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities and how you handle high-pressure situations. Practice articulating your thought process when analysing and reproducing issues, as well as how you would prioritise tasks in a fast-paced environment. This will showcase your analytical skills and methodical approach.
