Support Specialist

Join our exceptional Support Specialist Team and play a pivotal role in delivering top-tier customer satisfaction through exceptional technical and non-technical support. This position demands a customer-centric mindset, robust problem-solving abilities, and effective communication within our dynamic and evolving environment.

Who we are

BridgerPay is the first-ever payment operations platform designed to automate every payment flow through a modular, Lego-like interface. Our codeless, agnostic, and unified software enables any business to scale payments, uncover real-time insights, and drive revenue, without writing a single line of code. 

Operating across 4 continents and supporting 30+ currencies, BridgerPay is building the backbone of global online payments.

Main duties and responsibilities

● Respond to customer queries in a timely and accurate way via email or chat.

● Identify customer needs and help customers use specific features.

● Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).

● Update our internal databases with information about technical issues and useful discussions with customers.

● Monitor customer complaints and reach out to provide assistance.

● Share feature requests and effective workarounds with team members.

● Inform customers about new features and functionalities.

● Follow up with customers to ensure their technical issues are resolved.

● Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.

● Assist in training junior Customer Support Representatives.

● Immediately escalating serious complaints or issues that you are not equipped to deal with.

● Liaising with colleagues or managers to find the best solutions to customers’ issues.

● Maintain adherence to organizational security policies and procedures.

● Ensure proper handling of confidential and internal data.

Skills & qualifications

● Experience as a Support Specialist or similar CS role.

● Familiarity with our industry is a plus.

● Excellent communication and problem-solving skills.

● Multi-tasking abilities.

● Patience when handling tough cases.

● The flexibility to adjust work schedule, when required.

● Superb written and verbal communication skills.

● Bachelor's degree in a relevant field, such as Computer Science or Information Technology, is preferred.

● Relevant certifications are a plus.

● Fluent in English.

Soft skills

● Excellent communication skills, with the ability to effectively interact with customers and cross-functional teams.

● Strong problem-solving abilities and a detail-oriented mindset.

● Ability to work independently and manage multiple priorities in a fast-paced environment.

● Proactive attitude and willingness to learn and adapt to new technologies and integration methods.