Customer Support Specialist
Core
Provide technical and operational support for Bottomline's Paymode-X SaaS platform, resolving customer issues via phone and email while maintaining system proficiency.
Role type
Customer Support Specialist (SaaS)
Builds
Bottomline's business payments and cash management software solutions
Domain
Financial services / Business payments / SaaS
Deliverable
client delivery
Required skills
SaaS troubleshooting, Paymode-X product knowledge, issue resolution, CRM documentation, root cause analysis, user training, multi-channel communication
Preferred skills
Salesforce experience, prior technical support experience
Technologies
Paymode-X, Salesforce, CRM tools
Responsibilities
Handle 30-40 inbound calls and 20 emails daily; diagnose and resolve customer issues; document transactions and software defects; manage issue resolution timelines; assist in identifying root causes of problems; train users on basic computer functions.
Seniority
Mid-level, hands-on IC