Technical Support Consultant - Delhi, India - Bottomline

Bottomline Delhi, India

1 month ago

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Description

Position Title: Technical Support Consultant

Department: FDA - Classic

Essential Job Functions:

Providing support to customers with technical queries regarding Bottomline Solutions
Handling, diagnosing, and resolving customer queries via phone, email, and Customer Care Portal
Ensuring efficient and delightful customer interactions
Adhering to resource scheduling accurately to meet business and customer needs

Responsible for:

Assisting customers with a wide range of queries
Managing queries and achieving required Service Level Agreements
Collaborating with other teams for issue resolution
Building knowledge base and improving content
Providing highest level of service to customers

Activities will include:

Responding to and resolving customer queries via various channels
Updating and managing customer queries in CRM software
Managing multiple cases simultaneously
Communicating technical information effectively
Creating and maintaining process documentation
Collaborating within the team and with other departments
Ensuring industry best practices

Essential Skills:

Bachelor of Science in a computer-related field or equivalent experience
2+ years in Customer Services or Customer Success in a SaaS environment
Basic knowledge of finance or payments industry
Experience with printers, print servers, printer troubleshooting
Windows scripting knowledge and familiarity with programming languages
Understanding of TCP/IP, SMTP, FTP, etc.
Knowledge of Windows Client and Server operating systems
Experience in remote support software
Problem-solving and diagnostic skills
Database fundamentals knowledge
Skills in software troubleshooting and diagnostics
Experience with case management in CRM
Ability to multitask and maintain quality interactions
Teamwork and meeting tight service level agreements

Preferred Skills:

Experience in finance or payments industry
Working with Salesforce CRM
Familiarity with financial reporting

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