Technical Support Consultant

1 month ago

Bengaluru, India Bottomline Full time
Position Title: Technical Support ConsultantDepartment: FDA - Classic

Essential Job Functions: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.All interactions are an opportunity to Delight our customers, and our 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 resolutionManaging queries in line within a structured case management discipline and achieving required Service Level AgreementsWorking with other teams within the business to obtain resolution where you are not able to resolve the case independentlyBuilding a knowledge base and continuous improvement of the content to support our internal teams and the customerProviding our customers with the highest level of service to Delight them at each interactionActivities will include:Responding to and resolving customer queries via phone, email and the Bottomline customer care portal within set service level agreementsUpdating and managing an accurate audit of each customer query within our Customer Record Management softwareManaging multiple cases via a variety of communication channels at one timeWorking within strict Service level AgreementsCommunicating technical information in a customer friendly wayEnsuring process and knowledge-based documentation is produced, maintained, and remains relevantWorking as part of a team, sharing knowledge, and supporting each otherWorking with other teams and departments to diagnose and resolve issuesBeing the voice of the customer within the team and businessWorking to ensure industry best practice is maintained

Essential Skills:Batchelor of science in a computer related field or equivalent work experience2+ years working within a Customer Services environment or within Customer Success in a SaaS environmentBasic knowledge of the finance or payments industryExperience with printers, print servers, printer languages, printer drivers and troubleshooting general printer issuesWindows scripting knowledge or programming languages (C#, Java, HTML, XML)Basic understanding of TCP/IP, SMTP, IMAP, POP3, FTP, SFTP, SSH, TELNETKnowledge 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 platformsKnowledge and experience of providing support to customers through remote access softwareSoftware and environment trouble-shooting and diagnostic skillsWorking knowledge of database fundamentals and use of query tools for both Microsoft SQL and Oracle solutionsUnderstanding of networking logistics and file transfer protocolsPossesses technical skills relevant to web based relevant applicationsExperience of case management within a CRM environmentExperience of multi-tasking whilst maintaining quality customer interactionsAble to work to within tight service level agreementsAble to operate in a team environmentPreferred Skills:Experience working within the finance or payments industryExperience working with Salesforce as a CRMFamiliarity with financial reporting

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