Chris Crowcombe

Focused and results‑driven professional with extensive experience in high‑volume support environments. Strong team contributor with a proven ability to adapt quickly, take on new challenges, and deliver consistently high standards of service. Over 15 years’ progressive experience in customer service, managerial leadership, and technical support/engineering within the financial/IT sector.

Support Analyst at Klipboard (Kerridge Commercial Systems) (2025-04 – Present)

• Provided first‑line onboarding support for Klipboard’s SaaS product across phone, email, chat and ticketing.
• Delivered clear updates and maintained strong customer service throughout each case.
• Logged, prioritised and managed tickets with accurate, concise case notes.
• Delivered basic onboarding and customer training.
• Collaborated with team leaders and product teams to resolve issues efficiently.
• Contributed to internal documentation and knowledge‑base content.
• Demonstrated strong communication skills, confident troubleshooting and a reliable, organised approach.

Financial Messaging Support Manager at Bottomline Technologies (2022-03 – 2024-05)

• Managed daily support operations, ensuring service continuity and alignment with business objectives.
• Improved service desk efficiency by implementing and reinforcing ITIL best practices.
• Monitored customer interactions, service quality and team performance using CRM analytics and structured feedback sessions.
• Coached employees through constructive feedback, recognition and performance development.
• Acted as the escalation point for high‑priority incidents, maintaining customer confidence through proactive communication.
• Managed procurement and inventory of multi‑factor authentication devices for customer distribution.

Payments Team Leader at Bottomline Technologies (2020-02 – 2022-03)

• Led the payments support team, improving productivity, service quality and operational efficiency.
• Mentored employees in KCS knowledge management and ITIL processes.
• Delegated work based on skills, workload and development needs.
• Identified knowledge gaps and supported the team through new technical and operational challenges.
• Produced weekly performance reports for senior management.
• Introduced KPIs and process improvements to strengthen service delivery.

Second‑Line Technical Support Engineer at Bottomline Technologies (2010-07 – 2020-02)

• Diagnosed and resolved complex customer issues across hosted and on‑premises environments.
• Supported multiple in‑house applications backed by SQL and Oracle databases.
• Maintained local test environments for investigation and troubleshooting.
• Debugged application code and developed data‑repair scripts for urgent customer issues.
• Contributed to defect resolution, solution delivery and continuous process improvement.
• Promoted technical and customer‑service best practices across the support function.

NVQ Level 2 (Merit) in Design & Applied Arts – Easthampstead Park Community School, Bracknell (1994 – 1995)

RSA in English in Business – Easthampstead Park Community School, Bracknell (1994 – 1995)

GCSEs (Pass) in English, Science, Mathematics, Art & Design, Computing, Geography – Easthampstead Park Community School, Bracknell (1989 – 1994)