Customer Support Specialist

Summary

Join Brightwell, a pioneering payments company, as a Customer Support Specialist! You will be the primary contact for users, resolving their issues and concerns regarding Brightwell’s payment products. Reporting to the Manager of Support, you will investigate and resolve end-user issues, escalating complex problems as needed. You will maintain a list of current issues, participate in status meetings, and monitor outstanding support issues. Analyzing trends and troubleshooting problems to prevent recurrence is also a key responsibility. This role requires excellent communication, problem-solving, and customer service skills. Brightwell offers a growing and energetic team environment focused on best-in-class customer service.

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/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 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