Customer Support Technical Analyst UK, Theale (Reading)

Applied Intuition Inc.; England; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A global leader in payment solutions seeks a Customer Service representative to support clients with payment inquiries. The role demands handling various queries through multiple communication channels while achieving strict service level agreements. The ideal candidate should have over 2 years in customer service, particularly in a SaaS environment, and provide excellent customer experiences. This hybrid position requires attendance in the Theale office part-time.

Qualifications

• 2+ years working in a customer services environment or within Customer success in a SaaS environment.
• Experienced in working within an omni-channel environment.
• Ability to manage cases in a fast-paced environment.

Responsibilities

• Assist customers with technical queries and provide accurate resolutions.
• Manage queries in line with service level agreements.
• Communicate technical information clearly and supportively.

Skills

Customer service skills

Technical troubleshooting

Effective communication

Multi-tasking

Teamwork

Tools

Customer Record Management software

CRM environment

ITIL methodology

Job description

Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!

Essential Job Functions

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). This is a hybrid role with 3 days attendance in the Theale office.

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

Activities will include

• 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 industry best practice is maintained

Preferred Skills

• 2+ years working within a customer services environment or within Customer success in a SaaS environment
• Experience of working within an omni-channel environment
• Experience of case management within a CRM environment
• Experience of multi-tasking whilst maintaining quality customer interactions
• Able to work to within tight service level agreements
• 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
• 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
• Able to remain calm

We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.