Customer Support Specialist

4 weeks ago

Delhi, India Bottomline Full time
Position Title: Manager of Member Services
Department: Paymode-X Business Solutions / Member Services Reports To: Director of Customer Support
FLSA: Exempt Job Family: Support Management
EEOC: 2 - Professionals
Position Summary:
The majority of the employee’s time is spent supporting Bottomline customers and Member Services team members, as well as other internal BT groups with escalated issues, questions, and projects. Daily tasks may include, but are not limited to, communication with the customer (via phone, email, web), mentoring of new employees, daily queue management, direct assistance with high profile client cases, escalation point for issues logged for external teams as well as other necessary services to ensure a high level of customer satisfaction. The Manager of Member Services is a subject matter expert in all aspects of our applications and industry standards. Additionally, the Manager of Member Services will be involved in ongoing organizational process efficiency initiatives and projects that will align the Member Services team with the growth of the overall Paymode-X business – both as an owner and active participant. The individual in this role is encouraged to think creatively, bring new ideas to the table, and is empowered to make routine decisions or address issues utilizing his or her own expertise. However, all decisions of significant importance to Bottomline must be thoroughly discussed with the Director of Customer Support.
Essential Job Functions:
− Total accountability for a positive customer experience
− Management of Member Services personnel (coaching, performance, development)
− Key stakeholder in departmental projects and initiatives
− Responsible for monthly reporting exercises
− Collaborate cross-functionally within the Paymode-X organization in ongoing product quality analysis
− Oversee the training, onboarding, and mentoring of Customer Support Specialists on Products, Policies and Procedures
− Manage high profile customers and escalated customer situations
− Oversee account transfers from Implementation to Support
− Run and report daily, weekly, monthly SLA metrics to team
− Ensure sufficient phone coverage during normal business operation hours
− Achieve and maintain proficiency with the capabilities of Bottomline's software as a service applications as well as corresponding system and software changes
− Manage and maintain timelines for issue resolution
− Has ability to develop and maintain customer relationships
Version Date: 5/3/2021
− Documents software defects and works with internal departments to escalate or resolve
− Documents call transactions, processes and methodologies used to diagnose and resolve the customer's issues within the appropriate CRM tool
− Assists with identifying root cause of problems; manages and resolves issues in a constantly changing environment
− Focus on both customer delight and continuous seeking out of new opportunities to expand customer relationships
− Active participation and adherence to Bottomline’s C1 Customer Service program
Required Skills:
− Expert in all areas of the Paymode-X product
− Proficient in managing customer escalations and critical issues
− People management and team leadership experience
− Dedicated to the success, growth, and development of all employees
− Customer service and communication skills including business writing
− Solid understanding of basic computer functions and ability to teach/train users
− Experience supporting software as a service
− Proven ability to communicate effectively via printed material and on the telephone
− Strong oral and written communications skills, including to senior leadership
− Excellent organizational, problem solving and communications skills
− The ability to work independently and balance multiple priorities
− Team player, resourceful, flexible
Preferred Skills:
Education and Experience:
Associate's or Bachelor's degree in Communications, Management Information Systems, Business Administration or similar course of study

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