Senior Customer Support Specialist

As a Tier 1 Customer Support Specialist at Bottomline, you will play a crucial role in providing exceptional customer service to both internal and external clients. Your primary responsibilities will include answering inbound calls and tickets promptly, ensuring a high level of service delivery, and documenting all customer interactions thoroughly. You will collaborate with cross-functional teams to resolve customer issues efficiently and escalate technical problems when necessary. Additionally, you will be responsible for managing assigned tickets, adhering to SLAs, and identifying trends or product defects for quick resolution. To excel in this role, you should have a minimum of 4 years of experience in customer service or a helpdesk role, with at least 2 years of experience supporting customers using software applications. Strong troubleshooting skills, excellent communication abilities (both written and verbal), and a proactive approach to problem-solving are essential. You must be highly organized, capable of multitasking in a fast-paced environment, and comfortable interacting with various stakeholders. While a bachelor's degree in Information Systems, Communications, Business Administration, or related fields is desirable, it is not mandatory. Familiarity with Accounting or software support, as well as experience with ticketing systems, would be advantageous but not required. Candidates must be eligible to work in the US for any employer. At Bottomline, we value talent at all career stages and are committed to fostering an inclusive and supportive work environment. We are proud to be an equal opportunity employer dedicated to creating a diverse and welcoming workplace for all individuals.,