Customer Support Technical Analyst (Early Careers)

The Role

The support function provides support to our customers with a range of queries regarding Bottomline payment solutions.  As part of the Customer Service Team you are responsible for handling, diagnosing, and resolving customer queries via phone, 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).  

• Assisting customers with a wide range of first line 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 

Activities will include:  

• Responding to and resolving customer queries via phone, 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 

What will make you successful:

• Experience withing customer services environment
• Experience of multi-tasking whilst maintaining quality customer interactions 
• Able to operate in a team environment
• Able to remain calm and professional under pressure
• A logical and methodical approach to problem diagnosis and resolution
• Resilient and self-motivated
• Able to remain calm