We are looking for a Technical Support Consultant to innovate , win , and grow with us.
Reporting to the FDA Technical Support Manager the Technical Support Consultant will primarily be responsible for the support and resolution of issues related to our Financial Document Automation products.
The individual must show initiative, common sense, persistence, resilience and a technical aptitude as well as being prepared to always provide the best assistance to our customers.
To provide telephone technical support and assistance to a high level, for Bottomline’s customers.
Attend customer sites from time to time as and when required.
Perform training remotely or on customer sites as and when required
Analysing support calls and managing through to resolution.
Passing calls to other Bottomline departments for assistance with sufficient background information for them to manage the call through to resolution
Monitoring and reporting against Customer Service Level Agreements
To provide remote support of solutions and remote installation of changes to solutions
To maintain full client records using Bottomline’s internal systems
To produce and update documentation of all processes as required
Provide technical training and assistance to other business areas as required
Be available on the Bottomline Helpdesk telephone system to take helpdesk calls.
A willingness to see a job through to completion and work under pressure
Excellent customer service ethic
Good communication skills, both verbal and written
Comprehensive knowledge of MSSQL or Oracle
Windows scripting knowledge or programming languages (C#, Java, HTML, XML)
Experience of Windows server and client operating systems
Server and software diagnostic skills
Logical methodology to problem solving
A knowledge of Direct Debits or other similar banking processes (payments or collections) would be preferable
2 years of experience working in a Support environment.
Bottomline is a participating employer in the Employment Verification (E-Verify) program EOE / AA / M / F / V / D / E-Verify Employer.
Bottomline Technologies is an Equal Employment Opportunity and Affirmative Action Employer.