Experienced Customer Support Specialist – Technical Payment Systems & AI‑Driven FinTech Solutions
About brighthush and the Future of Payments
brighthush is a trailblazing fintech company that is redefining how businesses and consumers transact across the globe. Leveraging cutting‑edge artificial intelligence, robust payment infrastructure, and a deep commitment to security, brighthush empowers Payment Service Providers (PSPs), Electronic Money Institutions (EMIs), neobanks, and merchants to accept, process, and settle payments with unprecedented speed and reliability.
Our portfolio spans global card processing, digital wallet infrastructure, cross‑border merchant accounts, alternative payment methods (APMs), and corporate accounts for legal entities. As a fully licensed Electronic Money Institution and a principal member of VISA and Mastercard, we deliver end‑to‑end solutions that meet the highest regulatory and industry standards.
At brighthush, we are driven by curiosity, collaboration, and impact. We believe that every technical challenge is an opportunity to innovate, and every customer interaction is a chance to build lasting trust. If you are passionate about fintech, eager to solve complex problems, and ready to shape the digital economy, we want you on our team.
Role Overview
As a Customer Support Specialist, you will be the frontline technical advocate for our clients and partners. Your responsibilities will extend far beyond basic customer service; you will diagnose, troubleshoot, and resolve intricate payment system issues, ensuring seamless transaction processing for our diverse customer base.
Key Responsibilities
- Technical Support Delivery: Provide timely, accurate, and empathetic support to clients and partners regarding acquiring operations, payment gateway functionality, and related technical inquiries.
- Ticket Management: Register, categorize, and prioritize incoming inquiries using our ticketing system. Document problem descriptions, investigative steps, and resolution outcomes.
- Issue Diagnosis: Perform initial analysis of transaction failures, gateway errors, and terminal malfunctions. Identify root causes and determine appropriate remediation actions.
- Escalation Coordination: Resolve straightforward issues independently; for complex problems, collaborate with engineering, product, and operations teams to expedite resolution.
- Client Guidance: Advise clients on best practices for software configuration, terminal setup, and transaction monitoring. Provide clear, jargon‑free explanations of technical concepts.
- Process Improvement: Identify recurring pain points and propose enhancements to support workflows, knowledge base articles, and system monitoring dashboards.
- Shift‑Based Availability: Operate in a 24/7 rotation, covering day, evening, and night shifts to ensure continuous support coverage for our global clientele.
Essential Qualifications
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