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For Companies At a Glance
- Tasks: Support customers with payment solutions via phone, email, and chat.
- Company: Join Bottomline, a global leader in business payments with 35 years of experience.
- Benefits: Enjoy flexible working hours and a collaborative team environment.
- Why this job: Be part of a mission to transform business payments and delight customers every day.
- Qualifications: Previous customer service experience and a passion for technology are essential.
- Other info: We value diversity and welcome applicants from all backgrounds.
The predicted salary is between 30000 - 42000 £ per year.
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\’re dedicated to delighting customers and promoting growth and innovation, we want you on our team.
Position Title: Customer Support Technical Analyst
Department: Corporate Solutions, Customer Success
Reports To: Customer Service Team Manager
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, Monday to Friday (GMT).
Responsibilities
- 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
Equal Opportunity
We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We\’re proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.
End of job description. This posting does not guarantee employment and is subject to change at any time.
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Customer Support Technical Analyst New 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 Technical Analyst New UK, Theale (Reading)
✨Tip Number 1
Familiarise yourself with Bottomline's payment solutions and services. Understanding their products will not only help you answer customer queries effectively but also demonstrate your genuine interest in the role during interviews.
✨Tip Number 2
Practice your communication skills, especially in a technical context. Being able to explain complex information in a simple, customer-friendly manner is crucial for this role, so consider role-playing scenarios with friends or family.
✨Tip Number 3
Get comfortable with multi-tasking by simulating a busy customer support environment. Use multiple devices or platforms to manage different queries at once, as this will prepare you for the fast-paced nature of the job.
✨Tip Number 4
Network with current or former employees of Bottomline on LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace Customer Support Technical Analyst New UK, Theale (Reading)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and technical support. Use keywords from the job description to demonstrate that you understand the role and its requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention specific examples of how you've delighted customers in previous roles and how you can contribute to Bottomline's mission.
Showcase Communication Skills: In your application, emphasise your excellent communication skills. Provide examples of how you've effectively communicated technical information to non-technical customers, as this is crucial for the role.
Highlight Problem-Solving Abilities: Demonstrate your logical and methodical approach to problem diagnosis and resolution. Include examples of challenging situations you've faced in customer service and how you successfully resolved them.
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 and its payment solutions. Familiarise yourself with their services and how they impact businesses. This knowledge will help you answer questions more effectively and show your genuine interest in the role.
✨Demonstrate Your Customer Service Skills
Since the role focuses on customer support, be prepared to discuss your previous experiences in customer service. Share specific examples of how you've handled difficult situations or resolved technical queries, highlighting your communication skills and ability to remain calm under pressure.
✨Showcase Your Technical Knowledge
As a Customer Support Technical Analyst, you'll need to demonstrate a solid understanding of technology. Be ready to discuss any relevant technical skills or experiences you have, especially those related to IT and problem-solving. This will reassure the interviewer of your capability to assist customers effectively.
✨Prepare Questions for the Interviewer
At the end of the interview, you'll likely have the opportunity to ask questions. Prepare thoughtful questions about the team dynamics, company culture, or specific challenges the customer support team faces. This shows your enthusiasm for the role and helps you assess if it's the right fit for you.