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For Companies At a Glance
- Tasks: Help customers by troubleshooting technical issues and providing feedback on our software solutions.
- Company: Join Bottomline, a global leader in business payments with over 35 years of experience.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and innovation.
- Why this job: Be part of a motivated team that values customer satisfaction and impactful results.
- 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 28800 - 48000 £ per year.
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 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!
To join a very dynamic company and a motivated team, we invite you to apply for the position of Support Analyst.
DEPARTMENT: Financial Messaging - Service Desk
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
- Manage multiple cases in parallel
- 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.
Knowledge & Experience
- 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 of SQL queries
- Knowledge of Fintech environment would be an advantage
Personal Attributes
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize 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. 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 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 this role heavily relies on them. Understanding how to effectively manage incidents and service requests will give you a significant edge during the interview.
✨Tip Number 2
Brush up on your SQL skills, as proficiency in writing queries is essential for troubleshooting. Consider practicing common SQL queries that might be relevant to the fintech environment.
✨Tip Number 3
Demonstrate your customer service orientation by preparing examples of how you've successfully resolved customer issues in the past. Highlighting your problem-solving abilities will resonate well with the hiring team.
✨Tip Number 4
Showcase your experience with both Linux and Windows operating systems. Be ready to discuss specific scenarios where you've used these systems to troubleshoot technical issues effectively.
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 Linux, Windows, and ITSM tools like SalesForce.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your problem-solving skills. Mention specific examples of how you've successfully handled technical issues in the past.
Highlight Relevant Skills: In your application, clearly outline your proficiency in SQL queries and any experience with ITIL processes. If you have an ITIL 4 foundation certification, make sure to mention it!
Showcase Communication Skills: Since the role requires exceptional communication, provide examples in your application of how you've effectively communicated with clients or team members in previous roles.
How to prepare for a job interview at Bottomline
✨Understand the Company and Its Products
Before the interview, take some time to research Bottomline and its offerings. Familiarise yourself with their payment solutions and cash management services. This knowledge will help you demonstrate your enthusiasm for the role and show that you're genuinely interested in contributing to their mission.
✨Showcase Your Technical Skills
As a Customer Support Analyst, you'll need to troubleshoot technical issues effectively. Be prepared to discuss your experience with Linux, Windows, and any ITSM tools like SalesForce. Highlight specific examples where you've successfully resolved technical problems or improved processes.
✨Demonstrate Your Customer Service Orientation
Exceptional customer service is key for this role. Prepare to share examples of how you've delighted customers in previous positions. Emphasise your ability to communicate clearly and manage multiple cases simultaneously, as this will be crucial in a fast-paced environment.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your analytical and problem-solving abilities. Practice articulating your thought process when faced with a technical issue or a challenging customer situation. This will showcase your methodical approach and ability to prioritise tasks under pressure.
