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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're 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!\n\nResponsibilities: \n\nThis role follows a hybrid work model and requires working in a night shift. Please apply only if you are comfortable working night shifts.\nTotal accountability for a positive customer experience \nAchieves and maintains proficiency with the capabilities of Bottomline's software as a service applications as well as corresponding system and software changes \nRemaining available to receive calls - at desk and logged in to phone system (handles average 30-40 inbound calls, 20 emails daily) \nDocuments call transactions, processes and methodologies used to diagnose and resolve the customer's issues within the appropriate CRM tool \nManage and maintain timelines for issue resolution \nHas ability to develop and maintain customer relationships \nDocuments software defects and works with internal departments to escalate or resolve \nAssists with identifying root cause of problems; manages and resolves issues in a constantly changing environment \nFocus on both customer delight and continuous seeking out of new opportunities to expand customer relationships \nActive participation and adherence to Bottomline’s C1 Customer Service program \nOutline specific duties this position will be responsible for, keep in mind the level of responsibility in relation to the level of the position \nRequired Technical Skills and Competencies: \n2+ years of experience in customer support is must.\nProficient in Paymode-X product.\nCustomer service and communication skills including business writing.\nSoftware and environment trouble-shooting and diagnostic skills \nSolid understanding of basic computer functions and ability to teach/train users \nExperience supporting software as a service \nProven ability to communicate effectively via printed material and on the telephone \nStrong oral and written communications skills \nExcellent organizational, problem solving and communications skills \nThe ability to work independently and balance multiple priorities \nTeam player, resourceful, flexible \nDefine the required business skills this role requires, including technical skills and behavioral competencies \nPreferred Skills: \nPrevious customer and/or technical support experience \nPrevious Salesforce experience \nDefine the preferred skills for the role, these are not required for the person in the role to successful, but would be helpful to have already acquired to be able to understand the full scope of the job quicker and make a quicker impact for the overall team \nEducation & Experience: \nAssociate's or Bachelor's degree in Communications, Management Information Systems, Business Administration or similar course of study (not required but desired) \nWe welcome talent at all career stages and are dedicated to understanding and supporting additional needs. 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