Customer Support Analyst

Why Choose Bottomline?

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!

JOB OVERVIEW 

The Support Analyst will have a key role in delivering customer satisfaction by troubleshooting technical issues and providing timely and accurate customer feedback, amongst other duties on our software solutions and platforms. 

RESPONSIBILITIES AND DUTIES 

The Support Analyst will have the chance to handle the following responsibilities: 

• Analyse, understand, and reproduce situations existing within our products


• Define and request configuration and code solutions


• Deliver high quality technical directives


• Follow-up, resolve or escalate cases using ITIL procedures


• Track, describe and update the cases in our ITSM management system


• Communicate clearly with the different internal, third party and client teams


• Manage multiple cases in parallel


•  Be part of the 24/7 OnCall rota. You will be required to attend the office in Theale 2 days a week

QUALIFICATIONS 

Formal Education & Certification 

• University Degree in IT or equivalent such as Engineering, and between 2 to 4 years’ experience in a similar role.

Knowledge & Experience 

• Experience with Linux and Windows machine operating systems


• Experience with SalesForce or a similar ITSM tool and a solid understanding of ITIL processes. ITIL 4 foundation certification would be a plus


• Experience with Knowledge base management using KCS methodology


• Proficiency in writing SQL queries


•  Knowledge of Fintech environment would be an advantage

Personal Attributes 

• Proven analytical and problem-solving abilities


• Ability to effectively prioritise and execute tasks in a high-pressure environment


• Exceptional customer service focus


• Experience working in a team-oriented, collaborative environment


• To be rigorous, methodical, and organised


• Sense of responsibility appropriate for the banking industry


• Exceptional oral and written communication skills


• Highly self-motivated and directed


• Multi-tasking abilities

Languages 

It is required to be fluent in English. Any other languages will be a plus. 

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.