Customer Support Specialist

 Responsibilities

• Provide end-to-end customer support, ensuring timely and effective resolution of issues.
• Remain available to receive and respond to calls (30-40 daily) and emails (approx. 20 daily) while logged into the phone system.
• Document call transactions, diagnostic processes, and methodologies in the CRM tool.
• Develop and maintain strong customer relationships.
• Identify root causes of issues and work with internal teams to escalate or resolve software defects.
• Maintain proficiency in Paymode-X and related Bottomline applications, including updates and system changes.
• Manage issue resolution timelines and prioritize tasks effectively in a fast-paced, changing environment.
• Actively participate in Bottomline's C1 Customer Service program, aiming for both customer satisfaction and continuous improvement.
• Collaborate with teams to identify opportunities for expanding customer engagement.<...