📍 Job Overview

• Job Title: Customer Support Analyst
• Company: Bottomline
• Location: Geneva, Genève, Switzerland
• Job Type: On-site
• Category: Customer Support
• Date Posted: June 27, 2025
• Experience Level: 2-5 years
• Remote Status: On-site

🚀 Role Summary

• Key Responsibilities: Troubleshoot technical issues, provide customer feedback, manage cases, and collaborate with internal and external teams.
• Key Skills: Analytical skills, problem-solving, customer service orientation, team collaboration, and SQL proficiency.

📝 Enhancement Note: This role requires a strong focus on customer satisfaction and technical problem-solving within a dynamic financial messaging environment.

💻 Primary Responsibilities

• Technical Support: Analyze, reproduce, and resolve technical issues within Bottomline's products and platforms.
• Case Management: Track, describe, and update cases in the ITSM management system, following ITIL procedures.
• Communication: Communicate clearly with internal, third-party, and client teams to ensure case resolution and customer satisfaction.
• On-Call Rota: Participate in the 24/7 on-call rotation to provide support during off-hours and weekends.

📝 Enhancement Note: This role involves managing multiple cases simultaneously and working in a high-pressure environment, requiring exceptional organizational skills and multitasking abilities.

🎓 Skills & Qualifications

Education: University degree in IT or equivalent, such as an Engineering school, with 2 to 4 years of experience in a similar role.

Required Skills:

• 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 in SQL queries
• Knowledge of Fintech environment (would be an advantage)

Preferred Skills:

• Proficiency in additional languages besides English

📝 Enhancement Note: Candidates with experience in a Fintech environment and additional language proficiency may have an advantage in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate problem-solving skills through case studies or examples of resolved technical issues.
• Showcase experience with ITSM tools and ITIL processes through project descriptions or certifications.
• Highlight proficiency in SQL through relevant projects or case studies.

Technical Documentation:

• Provide examples of well-documented technical directives or case resolutions.
• Demonstrate understanding of KCS methodology through portfolio pieces or descriptions.

📝 Enhancement Note: While a web portfolio is not explicitly required for this role, showcasing relevant technical skills and experiences through case studies and examples can strengthen a candidate's application.

💵 Compensation & Benefits

Salary Range: CHF 70,000 - 90,000 per year (based on market research for Customer Support Analyst roles in Geneva, Switzerland)

Benefits:

• Competitive salary and benefits package
• Opportunity to work in a global leader in business payments and cash management
• Collaborative and dynamic team environment
• Opportunities for growth and professional development

Working Hours: Full-time position with a 40-hour workweek, including participation in the 24/7 on-call rotation.

📝 Enhancement Note: The provided salary range is an estimate based on market research for similar roles in Geneva, Switzerland. Actual salary may vary depending on the candidate's experience and skills.

🎯 Team & Company Context

🏢 Company Culture

Industry: 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.

Company Size: Medium-sized company with a global presence and a team of over 1,500 employees.

Founded: 1985

Team Structure:

• The Customer Support team is part of the Financial Messaging department.
• The team consists of support analysts, team leads, and managers, working collaboratively to ensure customer satisfaction and resolve technical issues.
• The team works closely with other departments, such as Product, Engineering, and Sales, to improve products and services.

Development Methodology:

• Bottomline follows ITIL processes for incident, problem, and change management.
• The company emphasizes continuous improvement, using customer feedback and data-driven decision-making to enhance its products and services.

Company Website: www.bottomline.com

📝 Enhancement Note: Bottomline's company culture emphasizes customer satisfaction, collaboration, and continuous improvement, making it an attractive employer for customer-focused professionals.

📈 Career & Growth Analysis

Customer Support Analyst Career Level: This role is an intermediate-level position in the customer support career path, focusing on technical issue resolution and customer satisfaction. The primary responsibilities include troubleshooting, case management, and communication with customers and internal teams.

Reporting Structure: The Customer Support Analyst reports directly to the FM Head of Support and works closely with other support analysts, team leads, and managers within the Financial Messaging department.

Technical Impact: The Customer Support Analyst has a direct impact on customer satisfaction and the overall performance of Bottomline's products and services by resolving technical issues and providing timely and accurate feedback to customers.

Growth Opportunities:

• Career Progression: With experience and strong performance, candidates can advance to senior support analyst, team lead, or management roles within the Customer Support team or other departments.
• Technical Skill Development: Bottomline offers opportunities for employees to develop their technical skills through training, certifications, and working on diverse projects.
• Cross-Functional Collaboration: Working closely with other departments, such as Product and Engineering, can provide opportunities to learn about different aspects of the business and contribute to product development and improvement.

📝 Enhancement Note: Bottomline's career growth opportunities are tied to individual performance, technical skill development, and collaboration with other teams within the organization.

🌐 Work Environment

Office Type: Bottomline's Geneva office is a modern, collaborative workspace designed to facilitate teamwork and innovation.

Office Location(s): Geneva, Switzerland

Workspace Context:

• The Customer Support team works in an open-plan office, fostering collaboration and communication among team members.
• The workspace is equipped with the necessary tools and resources to support the team's technical and customer support responsibilities.
• Bottomline encourages a flexible work environment, with opportunities for remote work and flexible hours, depending on the role and team requirements.

Work Schedule: Full-time position with a 40-hour workweek, including participation in the 24/7 on-call rotation. The work schedule may vary depending on business needs and customer support requirements.

📝 Enhancement Note: Bottomline's work environment emphasizes collaboration, flexibility, and customer focus, creating an engaging and dynamic workspace for employees.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief phone call to discuss the candidate's experience, skills, and fit for the role.
2. Technical Assessment: A hands-on assessment to evaluate the candidate's problem-solving skills, SQL proficiency, and understanding of ITIL processes.
3. Behavioral Interview: A conversation focused on the candidate's customer service orientation, communication skills, and teamwork abilities.
4. Final Interview: A meeting with the FM Head of Support to discuss the candidate's fit for the role and the team, as well as any remaining questions or concerns.

Portfolio Review Tips:

• Highlight relevant case studies or examples demonstrating problem-solving skills, technical proficiency, and customer focus.
• Showcase experience with ITSM tools, ITIL processes, and SQL through portfolio pieces or descriptions.
• Emphasize any additional language proficiency and experience in a Fintech environment.

Technical Challenge Preparation:

• Brush up on SQL queries and practice writing efficient and accurate queries.
• Review ITIL processes and familiarize oneself with the ITIL 4 foundation certification material, if applicable.
• Prepare for behavioral interview questions by reflecting on past experiences and identifying examples that demonstrate strong problem-solving skills, customer service orientation, and teamwork abilities.

ATS Keywords: Analytical Skills, Problem-Solving, Customer Service Orientation, Team Collaboration, Organizational Skills, Communication Skills, SQL Proficiency, ITIL Knowledge, Knowledge Base Management, Linux Experience, Windows Experience, SalesForce Experience, Multi-Tasking, Self-Motivation, Methodical Approach, Sense of Responsibility

📝 Enhancement Note: To optimize their application, candidates should tailor their resume and portfolio to highlight relevant skills and experiences, using the provided ATS keywords naturally throughout their application materials.

🛠 Technology Stack & Web Infrastructure

Support Tools:

• SalesForce or a similar ITSM tool (e.g., Jira Service Management, ServiceNow)
• SQL databases (e.g., MySQL, PostgreSQL)
• Linux and Windows operating systems
• ITIL processes and methodologies

📝 Enhancement Note: Familiarity with Bottomline's specific ITSM tool and ITIL processes is essential for this role, as they are crucial for case management and incident resolution.

👥 Team Culture & Values

Customer Support Values:

• Customer Focus: Prioritize customer satisfaction and resolve technical issues promptly and accurately.
• Collaboration: Work closely with internal and external teams to ensure case resolution and customer satisfaction.
• Continuous Improvement: Learn from customer feedback and use data-driven decision-making to enhance products and services.
• Responsibility: Take ownership of cases and ensure timely resolution, maintaining a sense of responsibility appropriate to the banking industry.

Collaboration Style:

• Cross-Functional Integration: Collaborate with other departments, such as Product and Engineering, to improve products and services.
• Code Review Culture: Participate in knowledge sharing and technical mentoring to improve individual and team performance.
• Continuous Learning: Stay up-to-date with industry trends and best practices, and be open to learning from others.

📝 Enhancement Note: Bottomline's customer support team values customer focus, collaboration, and continuous improvement, creating a dynamic and engaging work environment for team members.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• High-Volume Support: Manage multiple cases simultaneously and prioritize effectively in a high-pressure environment.
• Complex Technical Issues: Troubleshoot and resolve complex technical issues within Bottomline's products and platforms.
• Customer Expectations: Meet and exceed customer expectations for timely and accurate issue resolution.
• Emerging Technologies: Stay up-to-date with emerging technologies and trends in the Fintech industry.

Learning & Development Opportunities:

• Training and Certifications: Bottomline offers opportunities for employees to develop their technical skills through training, certifications, and workshops.
• Cross-Functional Projects: Collaborate with other departments on projects to gain exposure to different aspects of the business and contribute to product development and improvement.
• Mentorship and Coaching: Bottomline encourages mentorship and coaching relationships to support the professional growth and development of its employees.

📝 Enhancement Note: Bottomline's technical challenges and learning opportunities provide a dynamic and engaging work environment for customer support professionals seeking to grow and develop their skills.

💡 Interview Preparation

Technical Questions:

• SQL Queries: Prepare for SQL queries related to case management, incident resolution, and customer feedback analysis.
• ITIL Processes: Review ITIL processes, such as incident, problem, and change management, and be prepared to discuss their application in a customer support context.
• Troubleshooting Scenarios: Practice troubleshooting technical issues and be prepared to discuss your approach to incident resolution and case management.

Company & Culture Questions:

• Customer Focus: Prepare to discuss your approach to customer service and how you ensure customer satisfaction in a high-pressure environment.
• Teamwork: Be ready to share examples of your collaboration and teamwork skills, and how you contribute to a positive and productive team environment.
• Adaptability: Demonstrate your ability to adapt to new technologies, tools, and processes, and discuss your approach to continuous learning and improvement.

Portfolio Presentation Strategy:

• Case Studies: Prepare case studies or examples demonstrating your problem-solving skills, technical proficiency, and customer focus.
• Technical Deep Dive: Be ready to discuss your approach to incident resolution and case management, highlighting your understanding of the underlying technical concepts and processes.
• Customer Impact: Emphasize the impact of your work on customer satisfaction and the overall performance of Bottomline's products and services.

📝 Enhancement Note: To excel in the interview process, candidates should focus on demonstrating their problem-solving skills, customer focus, and ability to work effectively in a collaborative and dynamic team environment.

📌 Application Steps

To apply for this Customer Support Analyst position:

1. Submit your application through the application link provided.
2. Tailor Your Resume: Highlight relevant skills and experiences, using the provided ATS keywords naturally throughout your resume.
3. Prepare Your Portfolio: Showcase relevant case studies or examples demonstrating your problem-solving skills, technical proficiency, and customer focus.
4. Research Bottomline: Familiarize yourself with Bottomline's products, services, and company culture to ensure a strong fit for the role and the team.
5. Prepare for Technical and Behavioral Interviews: Brush up on your SQL skills, review ITIL processes, and reflect on past experiences to identify examples that demonstrate your problem-solving skills, customer service orientation, and teamwork abilities.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.