Why Choose Bottomline?Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!To join a very dynamic company and a motivated team, we invite you to apply for the position of:Support AnalystDEPARTMENT: Financial Messaging - Service DeskLOCATION: SwitzerlandREPORTING TO: FM Head Of SupportJOB OVERVIEWThe Support Analyst will have a key role in the Customer satisfaction by troubleshooting technical issues, provide timely and accurate customer feedback, among other duties on our software solutions and platforms.RESPONSIBILITIES AND DUTIESThe Support Analyst will have the chance to handle the following responsibilities:
Analyse, understand, and reproduce situations existing within our products
Define and request configuration and code solutions
Deliver high quality technical directives
Follow-up, resolve or escalate of cases using ITIL procedures
Track, describe and update the cases in our ITSM management system
Communicate clearly with the different internal, third party and client teams
Manage multiple cases in parallel
Be part of the 24/7 OnCall rota
QUALIFICATIONSFormal Education & Certification· University Degree in IT or equivalent such as Engineering school and between 2 to 4 years' experience in a similar role.Knowledge & Experience
Experience with Linux and Windows machine operating systems
Experience with SalesForce or a similar ITSM tool and a solid understanding of ITIL processes. ITIL 4 foundation certification would be a plus.
Experience with Knowledge base management using KCS methodology
Proficiency of SQL queries
Knowledge of Fintech environment would be an advantage
Personal Attributes
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment
To be rigorous, methodical, and organised
Sense of responsibility appropriate to the banking industry
Exceptional oral and written communication skills
Highly self-motivated and directed.
Multi-tasking abilities
LanguagesIt is required to be fluent in English. Any other languages will be a plus.Only the applications matching the required skills will be taken into considerationWe 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.
