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.