Customer Support Specialist

5 days ago

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Brightwell

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Brightwell is a technology company specializing in global payment solutions. They offer a suite of products designed to enable secure cross-border transactions, including ReadyRemit for global payments, Arden for fraud prevention, Navigator for paying global workers, and Latitude for sending global disbursements. Brightwell serves various industries such as airlines, financial institutions, and maritime services. The company emphasizes innovation in fintech and is recognized for their efforts in improving payment systems with features like biometric authentication and fraud detection. Based in Atlanta, Brightwell is noted for its rapid growth and has received several awards for its innovative payment solutions.

Prepaid Program Management • Payroll • Finance • FinTech • Cruise

51 - 200 employees

💸 Finance

💳 Fintech

🤝 B2B

📋 Description

• 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.

🎯 Requirements

• Mastery of the English language, both spoken and written. • 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. • 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.