Customer Support Representative

India · 2+ years experience · Posted Oct 14, 2026

At a glance

TOPPAN Edge Inc. is seeking a Customer Support Representative to drive impactful results for customers.
This role involves taking total accountability for a positive customer experience, handling inbound calls and emails, and managing issue resolutions.

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

Proficient in Paymode-X product
Customer service and communication skills including business writing
Software and environment trouble-shooting and diagnostic skills
Solid understanding of basic computer functions and ability to teach/train users
Experience supporting software as a service
Proven ability to communicate effectively via printed material and on the telephone
Strong oral and written communications skills
Excellent organizational, problem solving and communications skills
The ability to work independently and balance multiple priorities
Team player, resourceful, flexible