Customer Support Specialist

What We Do:Brightwell is a full-service FinTech company that provides thoughtful solutions and technology for sending money around the world while managing the complex regulatory requirements surrounding those transactions. Coupling technological innovation with strategic partnerships, Brightwell offers technology for businesses and individuals to expand their own portfolio into cross-border payments (including bank transfers, mobile wallets, or cash). Providing unmatched fraud and transaction monitoring and backed by an in-house team of global payments experts, Brightwell offers options when it comes to managing and moving money around the globe.Who We Need:We're searching for a Customer Support Specialist to join our crew. You will be acting as our primary contact for our cruise, maritime, and domestic payroll cardholders. As a Customer Support Specialist, you will report to the Manager of Support and will work to investigate and resolve all end-user concerns and issues at first contact or quickly determine issues that require escalation. We are a growing and energetic team building toward best-in-class, human-centered, customer service and looking for a likeminded individual to join us.What You'll 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 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 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.RequirementsAs a Customer Support Specialist, you have:Proficiency in Microsoft Office (including PowerPoint and Outlook)Ability to navigate the internetExcellent analytical, problem-solving skillsExcellent written and oral communication abilitiesHigh level of attention to detailOutstanding customer service skillsWe'll give you extra credit for:Visa and/or MasterCard regulation knowledgeBanking or financial services experienceKnowledge of international wire transfersDebit, credit, or prepaid card experienceExperience supporting user-facing softwareExperience working with ZenDesk