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Customer Support Specialist

Company Name:
BOTTOMLINE TECHNOLOGIES
Summary:
The Customer Support Specialist provides outstanding quality customer support with a high degree of delight, functional and technical expertise, thorough and timely response to customers through telephone and email support. They act as the primary contact for customers regarding technical and "how to" questions, perform analysis, problem determination and troubleshooting with the knowledge of when to escalate.
This position is based in our South Portland, ME office
Required Skills:
Excellent customer service skills with minimum three years of experience in a customer service or support environment
Experience presenting product offerings and proving guidance to customers
Has ability to develop and maintain customer relationships
Achieves and maintains proficiency with the capabilities of Bottomline's software as a service applications as well as corresponding system and software changes
Assists customers/users by providing training over the phone as needed and explaining additional functionality the customer/user may not be currently using
Documents software defects and works with internal departments to escalate or resolve.
Documents call transactions, processes and methodologies used to diagnose and resolve the customer's issues within the appropriate CRM tool
Assists with identifying root cause of problems; manages and resolves issues in a constantly changing environment
Preferred Skills:
Experience supporting software as a service
Solid understanding of basic computer functions and ability to teach/train users
Strong oral and written communications skills
Proven ability to communicate effectively via printed material and on the telephone
Excellent organizational, problem solving and communications skills
The ability to work independently and balance multiple priorities
The ability to work an 11 am to 8 pm shift.
Bilingual (French or Spanish)
Education:
Associate's or Bachelor's degree in Communications, Management Information Systems, Business Administration or similar course of study
About Bottomline Technologies:
Bottomline Technologies provides collaborative payment, invoice and document automation solutions to corporations, financial institutions and banks around the world. The company's solutions are used to streamline, automate and manage processes involving payments, invoicing, global cash management, supply chain finance and transactional documents. Organizations trust these solutions to meet their needs for cost reduction, competitive differentiation and optimization of working capital.
Serving industries such as financial services, insurance, health care, technology, communications, education, media, manufacturing and government, Bottomline provides products and services to approximately 80 of the Fortune 100 companies and 70 of the FTSE (Financial Times) 100 companies.
Bottomline is a participating employer in the Employment Verification (E-Verify) program EOE/AA/M/F/V/D/E-Verify Employer
Bottomline Technologies is an Equal Employment Opportunity and Affirmative Action Employer.
Please Note: Bottomline Technologies does not accept resumes submitted by recruiting firms unless specifically requested by Human Resources. Unsolicited resumes will be ineligible for referral fees.

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