Customer Support Specialist

Who we are
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.

About the role
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.

Main duties & 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 Customer 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.

BridgerPay offers:

● Competitive salary. 

● Breakfast, lunch allowance & birthday day-off. 

● Private medical insurance. 

● ESOP (Employee Share Option Plan). 

● Career growth & development opportunities. 

● Modern office in Limassol with pool, snacks, and team events.

● Employee Referral Programme. 

All applications will be treated with strict confidentiality, and only shortlisted candidates will be contacted.