Customer Support Engineer

Who Are We?

Bottomline is on a mission to be the world’s leading business payments company, aligning our team to the common purpose of transforming the way businesses pay and get paid.

Its is a journey that goes around the world serving financial institutions and companies in more than 90 countries. Our offices across EMEA are conveniently positioned to enable a fulfilling and flexible, hybrid work-life balance. Places to collaborate and share knowledge across multidisciplinary teams, the offices also provide the perfect space to meet virtually with our colleagues across time zones.

Offices in Theale, London, Paris, Geneva, Zurich, Or Yehuda, Beirut and Prishtinë cover our financial technology solution suite and delivery model, supporting our customers across sales, programme management, operations, technical support, and development hubs.

 

Culture and Values

We are one global team, who work with and for each other in a drive to delight customers through excellent execution, which fuels how we create and grow sustained business value for our customers, our team and all who partner with us.

Our culture encourages people to be brave and curious, to drive to closure and to ensure our principles are lived out daily. We excel at Bottomline because we are positive and passionate about building a #LifeAtBottomline

 

Role

We are looking for Customer Support Engineer to innovate, win and grow with us in Theale! 

The Customer Service team provides support to our customers with a range of queries regarding Bottomline payment solutions.  As part of this team, you are responsible for handling, diagnosing, and resolving customer queries via phone, email, chat, and our Customer Care Portal.

All interactions are an opportunity to Delight our customers, and you are responsible to ensure this in the most efficient way and that specific Service Level Agreements are achieved.

You will work within a team of likeminded people and be responsible for adhering to the resource scheduling accurately and efficiently to ensure that the needs of the business and the customer are met.

Your working pattern will be rotated shift pattern which spans from 8.00 – 22.30, Monday to Friday (GMT) and responsible for:

• Assisting customers with a wide range of technical queries and providing efficient and accurate resolution
• Managing queries in line within a structured case management discipline and achieving required Service Level Agreements
• Working with other teams within the business to obtain resolution where you are not able to resolve the case independently.
• Building a knowledge base and continuous improvement of the content to support our internal teams and the customer.
• Providing our customers with the highest level of service to Delight them at each interaction.

 

How you’ll contribute:

• Responding to and resolving customer queries via phone, email, chat and the Bottomline customer care portal within set service level agreements
• Updating and managing an accurate audit of each customer query within our Customer Record Management software
• Managing multiple cases via a variety of communication channels at one time
• Working within strict Service level Agreements
• Communicating technical information in a customer friendly way
• Ensuring process and knowledge-based documentation is produced, maintained, and remains relevant.
• Working as part of a team, sharing knowledge, and supporting each other
• Working with other teams and departments to diagnose and resolve issues.
• Being the voice of the customer within the team and business
• Working to ITIL methodology to ensure industry best practice is maintained.

 

If you have two or more of the skills listed below, we would like to hear from you.

• Previous working experience within a customer services environment or within Customer success in a SaaS environment
• Working within an omni-channel environment
• Experience of case management within a CRM environment
• Able to multi-task whilst maintaining quality customer interactions and work to tight service level agreements.
• Operate and collaborate in a team environment.
• Remain calm and professional under pressure.
• logical and methodical approach to problem diagnosis and resolution
• Resilient and self-motivated
• A passion for technology with some experience of:
• Windows Server and Windows desktop operating systems
• Understanding and knowledge of networking
• Aware of ITIL
• Basic knowledge of the finance, payment or BACS industry

 

We welcome talent at all phases of their career, understanding and supporting additional needs (where applicable) as we look to innovate, win, and grow together.

Bottomline is proud to be an equal opportunity employer. We are committed to treating all individuals in a fair and equal manner by creating an inclusive and open environment. 

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Last updated on Oct 26, 2023