At Bottomline Technologies; leading global provider of collaborative payment, invoice and document automation solutions; we are currently seeking an experienced Technical Support Consultant to join our payments team. Reporting to the Payments Products Technical Support Manager the Technical Support Consultant will primarily be responsible for the support and resolution of issues related to our Direct Debit Management solutions. The role is located in Reading, Berkshire.

Responsibilites:

  • Supporting Bottomline’s Enterprise customer’s payments infrastructure in business critical environments
  • Working with external and internal technical teams to diagnose and resolve issues affecting our payment solutions. (This will include working with DBA’s and other skilled technical personnel)
  • Managing the resolution process from cradle to grave including comprehensive root cause analysis when required
  • Working with development teams on the progression and resolution of software issues
  • Provide remote support of solutions and remote installation of changes to solutions
  • Deliver comprehensive technical training and assistance to customers, colleagues and other business areas when needed
  • Attend customer sites when required, ensuring professionalism, and a helpful and friendly attitude is shown at all times
  • Ensure customer queries are passed to other departments with sufficient background information for them to manage the call through to successful resolution
  • Maintain full customer records in the ITSM tool
  • Ensure process documentation is produced and kept up to date
  • Manage telephone calls into the Customer Support Centre, providing helpful, friendly and solution orientated technical support to Bottomline's customers
  • Actively work towards achieving OLA’s and SLA’s recognising that exceeding service targets enhances the customer’s experience
  • Provide clear analysis and reporting against customer Service Level Agreements
  • Contribute to Bottomline’s C1 programme

Requirements:

  • Adapts positively to new situations
  • Ability to work well under pressureAble to multi task
  • Potential to take on new and different challenges
  • Actively develops own skills
  • Outstanding verbal and written communication skills Highly customer focused

Technical Requirements:

  • Experience of Windows server and client operating systems
  • Experience of diagnosing Server and software issues
  • Experience of working with Enterprise level customers and infrastructure
  • Experience of working with financial software
  • Experience supporting and developing application programing interfaces (API)
  • A comprehensive knowledge of Direct Debits, BACS, SWIFT, SEPA, and other similar banking processes (payments or collections)
  • Strong communication skills and ability to explain complex problems in a logical manor
  • Comprehensive knowledge with SQL 2005, SQL Server 2008 and SQLServer 2012,
  • Understanding of SQL administration
  • Use of SQL Management Studio
  • Writing SQL complex queries from scratch
  • Understanding of DB and table structure
    • Knowledge of Oracle databases
      • Comprehensive knowledge of the Gemalto toolset
      • Comprehensive knowledge of Internet Explorer, Google Chrome and Firefox
      • In depth knowledge of programming language’s such as C#
      • Operational knowledge of Enterprise level infrastructure
    • Advanced knowledge of Windows command prompt and other Windows diagnostic tools
    • Competitive Salary
    • Closing Date: 24th October 2016

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