Customer Support Technical Analyst

Customer Support Technical Analyst Company: TOPPAN Edge Inc. Location: Theale, UK (Hybrid: 3 days in office, remainder remote) Employment Type: Full-time Description 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 must ensure this in the most efficient way while meeting specific Service Level Agreements. You will work within a team of like-minded people, ensuring accurate and efficient resource scheduling to meet business and customer needs. Your working pattern will be a rotated shift schedule spanning 8:00 – 22:30, Monday to Friday (GMT). This is a hybrid role with three days of attendance at the Theale office. Responsibilities Assisting customers with a wide range of technical queries and providing efficient and accurate resolution Managing queries within a structured case management discipline and achieving required Service Level Agreements Collaborating with other teams to obtain resolution when cases cannot be resolved independently Building and continuously improving the knowledge base to support internal teams and customers Providing customers with the highest level of service to delight them at each interaction Responding to and resolving customer queries via phone, email, chat and the Bottomline customer care portal within set SLAs Updating and managing accurate audits of each customer query within our Customer Record Management software Managing multiple cases via various communication channels simultaneously 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 Sharing knowledge and supporting teammates as part of a collaborative team environment Diagnosing and resolving issues in conjunction with other teams and departments Representing the voice of the customer within the team and wider business Adhering to ITIL methodology to maintain industry best practice Preferred Skills 2+ years’ experience in a customer services or customer success role in a SaaS environment Experience working within an omni-channel environment Experience with case management in a CRM platform Ability to multi-task while maintaining quality customer interactions Capability to work within tight Service Level Agreements Strong teamwork and interpersonal skills Calm, professional demeanor under pressure Logical, methodical problem-diagnosis and resolution approach Resilience and self-motivation A passion for technology, including: Windows Server and Windows desktop operating systems Fundamental networking knowledge Awareness of ITIL practices Basic knowledge of the finance, payment, or BACS industry EEO Statement 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. #J-18808-Ljbffr