Brightwell is hiring a
Customer Support Specialist

Summary

Join our crew as a Customer Support Specialist and be the primary contact for users across Brightwell's payments products, resolving customer needs via email and phone communication.

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
• Excellent written and spoken communication in English
• High level of attention to detail
• Outstanding customer service skills

Responsibilities

• 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 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
• Take on additional tasks and projects, as assigned

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