Job Details
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**Customer Support Representative - Bilingual (Remote)**
Denver, CO / Customer Care / Full Time **Company Summary:** Alviere is a groundbreaking fintech company with a state of the art platform that empowers any business to provide financial services to its customers. By providing an advanced single-integration software service, Alviere streamlines and automates the delivery of financial products like banking, mobile payments, card issuance, payment processing and cross-border currency exchange, enabling its clients to strengthen customer relationships, increase revenue and maximize profits.
Alviere is at the forefront of the latest generation of emerging financial technology companies who are redefining the way the world stores, uses and moves money.
**Job Summary:** In this exciting position you will be supporting the growing client as well as customer base at Alviere. In this role you will support Alvieres clients directly by receiving and working to resolve escalations related to the clients program or other back office inquiries. As a Tier 2 team member you will also support the frontline Tier 1 agent team in receiving, triaging, and completing escalations from end users of Alvieres embedded financial products. The service you provide will help push Alviere into becoming an industry leader in the ultimate customer experience.
Other responsibilities may include answering technical questions from clients, peers, giving general direction to Tier 1 teams, working closely with management and leadership teams, and any other departments as needed. In this role, your troubleshooting skills and ability to problem solve within a fast-paced environment are key. Working within the team to identify process failures and network issues to improve the overall customer experience is the long term strategic goal of this group. **Responsibilities include but are not limited to:**
+ Provide written and verbal Bilingual - English/Spanish Support (required)
+ Schedule is 10am to 7pm MST - M-F with ability to flex with schedule adjustments
+ Learn about Alvieres brand and operation support functions to resolve escalations
+ Handle client and Tier 1 ticket inquiries and escalations in a positive, courteous, and helpful manner
+ Identify concerns, research issues to provide answers, or determine the appropriate back office team in which to route the escalation
+ Take part in continuous training for product updates, company policies/procedures, and financial industry regulations
**A successful Customer Support Representative will have the following:**
+ Troubleshooting, problem solving, and trend identification experience
+ Ability to develop action plans to improve performance
+ Prior knowledge with a ticketing system environment
+ Strong attendance
+ Ability to effectively communicate verbally and in written form
+ Willingness to take ownership without being asked
+ Ability to identify gaps in current processes and the ability to find solutions
+ Flexibility and ability to handle constant change within a high paced environment
**Education:** BS/BA or Highschool diploma **Years of experience needed:** 2+ years technical customer service experience in an escalations environment with the ability to provide an exemplary customer experience
**Compensation:** Base Salary $50,000.00 - $55,000.00 Company Bonus Equity
Alviere intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.
pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer - Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, veteran status, or any other category protected by law. We are a true merit-based organization and work hard so there are no artificial barriers to one's potential success. Alviere is committed to a workforce where everyone's opportunities are limitless.
Consistent with this commitment, Alviere will endeavor to provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities. Please contact ...@alviere.com for any assistance.