Customer Support Specialist
Core
Provide technical and operational support for Bottomline's SaaS payment applications, resolving customer issues via phone and email while maintaining system proficiency.
Role type
Customer Support Specialist (SaaS)
Builds
Customer satisfaction and issue resolution for business payment software
Domain
Financial technology / Business payments
Deliverable
client delivery
Required skills
SaaS troubleshooting, CRM documentation, root cause analysis, Paymode-X proficiency, oral and written communication, user training
Preferred skills
Salesforce experience, prior technical support experience
Technologies
Paymode-X, Salesforce, CRM tools
Responsibilities
Handle 30-40 inbound calls and 20 emails daily; document call transactions and processes in CRM; manage issue resolution timelines; escalate software defects to internal teams; assist in identifying root causes of problems; maintain proficiency with SaaS applications and system changes.
Seniority
Mid-level, hands-on IC