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.

We are looking for smart and motivated individuals who enjoy working in a fun, interactive, fast-paced environment and have a natural desire to solve problems and help others.

Job Summary:

• This position is responsible for providing mobility technical support & 5-star customer service to brightfin’s global clients, with an emphasis on those based on Canada.
• This role is centered on professionals who can communicate effectively and can diagnose and resolve problems with confidence and who have a drive to succeed.
• This person would be responsible for working with network carriers, assessing technical challenges, and troubleshooting issue ranging from basic to complex.

Responsibilities:

• Answering 20 – 30 calls per day, supporting clients speaking English or Canadian French.
• Managing Communications with customers through various channels (phone, live chat, tickets submitted in our online portal)
• Completing customer submitted tickets in a timely manner in ServiceNow
• 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.
• Troubleshooting of the following items will be common:

• Mobile Device Management installation and support IE: InTune, Citrix, VMware, MobileIron, Blackberry
  • Corporate applications IE: DUO, OKTA, Outlook
  • Carrier Service Activation, Connectivity Issues and Resolution
  • Base level iOS and Android software setup

 Skills and Qualifications:

• Must be able to speak, read, write and communicate fluently, professionally and effectively in both English and Canadian French.
• 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

Shift: Flexible, will be discussed during interviews.

Physical Requirements: Prolonged periods of sitting at a desk and working on a computer.

Location: US, Remote

Employment Type: Full-Time

FLSA Status: Non-Exempt

Compensation and 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: $20.00/hour – $22.00/hour
• Application window: July 29, 2024 – August 2, 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 procedure.