Customer Support Specialist
Customer Support Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
What We Do:
Brightwell is a pioneering payments company dedicated to providing innovative solutions and technology for global money transfers while navigating the intricate landscape of regulatory requirements. Through strategic partnerships and technological advancements Brightwell facilitates crossborder payments offering a range of options including bank transfers mobile wallets and cash transactions. With a focus on unparalleled fraud detection and transaction monitoring supported by a team of global payment experts Brightwell empowers businesses and individuals to seamlessly manage and move money worldwide.
Who We Need:
Were searching for a Customer Support Specialist to join our crew. You will be the primary contact for users across Brightwells payment products. As a Customer Support Specialist you will report to the Manager of Support and will work to investigate and resolve all enduser concerns and issues at first contact or quickly determine issues that require escalation. We are a growing and energetic team building toward bestinclass humancentered customer service and looking for a likeminded individual to join us.
What Youll Do:
- Take responsibility for the resolution of customer needs via email and phone communication.
- Serve as an escalation point and liaison between cardholders and the Manager of Customer Support for the product production and other miscellaneous issues.
- Maintain a list of current issues/enhancements until resolution; participate in asneeded status meetings with clients and stakeholders.
- Monitor the outstanding support issues for the card issuing bank ensuring timeliness and accuracy.
- Analyze outstanding issues and/or trends to troubleshoot problems and avoid the recurrence of these.
- Inform the Manager of Customer Support of all issues that fit into an already defined escalation template and monitor the progress of each issue through to completion.
- Support daytoday cardholder maintenance and requests.
- Take on additional tasks and projects as assigned.
As a Customer Support Specialist you have:
- Mastery of the English language both spoken and written. All communication will be in English.
- Proficiency in Microsoft Office (including PowerPoint and Outlook).
- Excellent analytical problemsolving skills.
- Excellent written and spoken communication in English.
- High level of attention to detail.
- Outstanding customer service skills.
Well give you extra credit for:
- Visa and/or MasterCard regulation knowledge
- Banking or financial services experience
- Knowledge of international wire transfers
- Debit credit or prepaid card experience
- Experience supporting userfacing software
- Experience working with ZenDesk
Brightwell is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture.
Required Experience:
Manager
Employment Type
Full-Time
