Customer Support Specialist
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Job description
About the Position
Join BridgerPay's Customer Support Specialist Team to deliver top-tier customer satisfaction through exceptional technical and non-technical support.
About the Role
BridgerPay is an AI-powered payment orchestration platform with 1,000+ connections across 185+ countries. Bridger Retry™ recovers declined payments and improves approval rates for retail, eCommerce, travel, gaming, and SaaS businesses all from one place.
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.
- Obtain and share customer feedback with colleagues and other departments so that products and services can be improved.
- Assist in training junior Customer Support Representatives.
- Immediately escalate serious complaints or issues that you are not equipped to deal with.
- Liaise 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.
Requirements
- 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.
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We are a SaaS company that built a bridge between merchants and payment providers to save the merchants the tech resources required to manage multiple payment service providers, save failed transactions and cart abandonment by utilizing our proprietary automated retry engine and to improve the overall operation and customer service for online merchants.