Senior Technical Support Consultant

Position Title:  Senior Technical Support Consultant  

Department: Classic  

 
Essential Job Functions: 

Senior Technical Support Consultants provide support to our customers with a range of technical queries regarding Bottomline Solutions.  They are responsible for handling, diagnosing, and resolving customer queries via phone, email, and our Customer Care Portal.  As part of their role they are also responsible for supporting the Technical Support Consultants and handling escalated customer queries. 

All interactions are an opportunity to Delight our customers, and our Senior Technical Support Consultants 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. 

Responsible for: 

• Assisting customers with a wide range of 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, email 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 ensure industry best practice is maintained. 

• Mentoring other team members and new joiners 

• Monitor and be aware of all the Critical and High severity active cases assigned to any team member 

• Responsible for monitoring the case queues and distributing casework 

• Handle escalations 

• Joining customers calls and/or in absence of any team members where case is assigned to 

• Monitor all the cases in the backlog and follow up if necessary 

• Show a positive approach with the other team members and the leads 

 
Essential Skills: 

• Batchelor of science in a computer related field or equivalent work experience 

• 2+ years working within a Customer Services environment or within Customer Success in a SaaS environment. 

• Basic knowledge of the finance or payments industry 

• Experience with printers, print servers, printer languages, printer drivers and troubleshooting general printer issues. 

• Deep technical knowledge and expertise in the Bottomline products 

• The ability to quickly identify and resolve complex technical issues. 

• Adaptable and open to new challenges 

• Windows scripting knowledge or programming languages (C#, Java, HTML, XML) 

• Basic understanding of TCP/IP, SMTP, IMAP, POP3, FTP, SFTP, SSH, TELNET 

• Knowledge and understanding of Windows Client and Server operating systems, networking logistics, and ODBC database (specifically MSSQL and Oracle) 

• Certificate level knowledge of legacy and current Microsoft client and server platforms 

• Knowledge and experience of providing support to customers through remote access software. 

• Software and environment trouble-shooting and diagnostic skills 

• Working knowledge of database fundamentals and use of query tools for both Microsoft SQL and Oracle solutions 

• Understanding of networking logistics and file transfer protocols 

• Possesses technical skills relevant to web based relevant applications. 

• Experience of case management within a CRM environment 

• Experience of multi-tasking whilst maintaining quality customer interactions 

• Able to work within tight service level agreements. 

• Able to operate in a team environment. 

• Other qualities (Trustworthiness and Respectfulness) 

Preferred Skills: 

• Experience working within the finance or payments industry. 

• Experience working with Salesforce as a CRM 

• Familiarity with financial reporting