Responsibilities: 

• Total accountability for a positive customer experience 

• Achieves and maintains proficiency with the capabilities of Bottomline's software as a service applications as well as corresponding system and software changes  

• Remaining available to receive calls - at desk and logged in to phone system (handles average 30-40 inbound calls, 20 emails daily) 

• Documents call transactions, processes and methodologies used to diagnose and resolve the customer's issues within the appropriate CRM tool 

• Manage and maintain timelines for issue resolution 

• Has ability to develop and maintain customer relationships  

• Documents software defects and works with internal departments to escalate or resolve 

• 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 

• Outline specific duties this position will be responsible for, keep in mind the level of responsibility in relation to the level of the position 

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