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SalaryTier 1 Client Support Specialist
Company Overview:
brightfin is a revolutionary, subscription-based software provider of Technology Expense Management and Digital Workplace Solutions. Built natively on ServiceNow, brightfin helps companies centralize and manage IT assets and expenses across mobile, telecom (fixed / voice & data), and cloud.
brightfin partners with enterprises and government agencies globally to provide cost savings, deep insights, efficiency through automated workflows, and industry-leading services such as UEM, lifecycle management, bill pay, and more. The company has been recognized as a Visionary on Gartner’s Magic Quadrant for Managed Mobility Services, Global.
Job Summary: This position is responsible for providing mobility technical support & 5-star customer service to brightfin’s global clients. Requiring someone that can communicate effectively, can diagnose and resolve problems with confidence, and has a drive to succeed; Working with network carriers, assessing technical challenges, and troubleshooting issue ranging from basic to complex.
Essential Functions / Duties / Responsibilities:
- Answering 20 - 30 calls per day
- Managing Communications with customers through various channels (phone, live chat, tickets submitted in our online portal)
- Completing customer submitted tickets in a timely manner
- Personal ownership of calls from start to resolution
- Contribute positively to company goals by meeting and exceeding department timelines
- Acting with a consultative approach towards end-users and network carriers
- Ability to provide clear technical support instructions to a variety of corporate end-users with different needs
- Completing task work, training programs, and providing accurate feedback
- Ensure customer satisfaction and provide professional customer support
- Live mobile device troubleshooting with end users of various backgrounds and expectations.
Required Knowledge/Skills/Abilities:
- Must be able to read, write and communicate fluently, professionally, and effectively in English.
- Must be confident on the phone and maintain a positive attitude with clients and co-workers.
- Must have at least 1 year of customer service experience in an interactive and fast paced environment. Call center experience is a bonus!
- ServiceNow experience preferred but not required.
- Cellular carrier and mobility experience preferred but not required.
- Familiarity with computer software relating to mobile device management but not required.
- Proficient and patient in providing complex, detailed technical support.
- Strong organizational skills and attention to detail.
- Ability to analyze data, own reporting and spot errors.
- Problem Solver – ability to identify and resolve issues with speed.
- Great communication skills.
- Moderate computer skills and typing ability.
- High school diploma or equivalent required.
Physical Requirements: Prolonged periods of sitting at a desk and working on a computer.
Employment Type: Full-Time
Shift: The shift is 8 hours per day. The first 4-6 weeks of employment will be training. Once training is complete, the permanent shift will begin.
FLSA Status: Non-Exempt
Location: United States - Remote
Supervisory Responsibilities: None
Compensation & Benefits:
- brightfin offers a comprehensive health, dental and vision benefits package.
- Paid time off. We strongly believe in work-life balance and taking time for yourself.
- 401K with employer match
- Compensation Range: $18.00 - $20.00 per hour
- Anticipated application window: February 23, 2024 - February 27, 2024
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. brightfin is an equal opportunity employer. The company will consider all qualified applicants without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, veteran or military status, age, genetic information or other characteristics protected by federal, state, or local applicable law. Candidates are subject to a background check. All employees must adhere to brightfin’s Information Security and Privacy policies and procedures.
