Brightwell is hiring a
Customer Support Specialist

Summary

Join Brightwell as a Customer Support Specialist to serve as the primary contact for users across their full suite of payment products. Responsible for resolving customer needs via email and phone communication, investigating and resolving issues at first contact or determining those that require escalation, maintaining a list of current issues/enhancements until resolution, monitoring outstanding support issues for the card issuing bank, analyzing outstanding issues and trends to troubleshoot problems, informing the Manager of Customer Support of all issues that fit into an already defined escalation template, supporting day-to-day cardholder maintenance and requests, and taking on additional tasks and projects as assigned.

Requirements

• 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 problem-solving skills
• High level of attention to detail
• Outstanding customer service skills

Responsibilities

• Responsible 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 as-needed status meetings with clients and stakeholders
• Monitor the outstanding support issues for the card issuing bank, ensuring timeliness and accuracy
• Analyze outstanding issues and 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 day-to-day cardholder maintenance and requests

Preferred Qualifications

• Visa and/or MasterCard regulation knowledge
• Banking or financial services experience
• Knowledge of international wire transfers
• Debit, credit, or prepaid card experience
• Experience supporting user-facing software
• Experience working with ZenDesk