Position Overview
Customer Support Technical Analyst
Department: Corporate Solutions, Customer Success
Reports To: Customer Service Team Manager
Essential Job Functions
* Handling, diagnosing, and resolving customer queries via phone, email, chat, and the Customer Care Portal.
* Ensuring Service Level Agreements are met in all interactions.
* Adhering to accurate resource scheduling to meet business and customer needs.
* Operating a rotated shift pattern from 08:00 to 22:30, Monday to Friday (GMT).
Responsibilities
* Assist customers with a wide range of technical queries and provide efficient, accurate resolution.
* Manage queries within a structured case management discipline and achieve required Service Level Agreements.
* Collaborate with other teams to obtain resolution for cases that cannot be resolved independently.
* Build and continuously improve a knowledge base to support internal teams and customers.
* Deliver high‑level customer service and delight customers at each interaction.
Activities
* Respond to and resolve customer queries via phone, email, chat, and the Bottomline customer care portal within set service level agreements.
* Update and maintain an accurate audit of each customer query within our Customer Record Management software.
* Manage multiple cases across various communication channels simultaneously.
* Communicate technical information in a customer‑friendly manner.
* Produce, maintain, and keep documentation relevant and up‑to‑date.
* Support teamwork, knowledge sharing, and collaboration across departments.
* Act as the voice of the customer within the team and business.
* Apply ITIL methodology to sustain industry best practice.
Preferred Skills
* 2+ years in a customer services or customer success role within a SaaS environment.
* Experience in an omni‑channel environment.
* Case management experience within a CRM system.
* Strong multitasking ability while maintaining quality interactions.
* Capability to work within tight Service Level Agreements.
* Team‑oriented and calm under pressure.
* Logical, methodical approach to problem diagnosis and resolution.
* Resilient, self‑motivated, and passionate about technology.
* Basic knowledge of Windows Server, Windows desktop OS, networking, ITIL, and the finance/payment or BACS industry.
We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.
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