Client Support Agent

2 weeks ago

Denver, Colorado, United States Alviere Full time

**Privacy Notice**

**Position: Bilingual Customer Support Representative (Remote)**

**Company Overview:** Alviere is an innovative fintech organization that provides a cutting-edge platform enabling businesses to offer financial services to their clientele. Our advanced, single-integration software solution simplifies and automates the delivery of various financial products, including banking, mobile payments, card issuance, payment processing, and cross-border currency exchange. This empowers our clients to enhance customer relationships, boost revenue, and optimize profits.

At Alviere, we are leading the charge in the next generation of financial technology firms, transforming how the world manages, utilizes, and transfers money.

**Role Overview:** In this dynamic role, you will play a crucial part in supporting our expanding client and customer base at Alviere. You will directly assist our clients by addressing and resolving escalations related to their programs or other back-office inquiries. As a Tier 2 team member, you will also provide support to the frontline Tier 1 agent team by managing, triaging, and resolving escalations from end users of Alviere's embedded financial products. Your contributions will be instrumental in positioning Alviere as a leader in delivering exceptional customer experiences.

**Key Responsibilities:**

  • Deliver written and verbal support in both English and Spanish (required).
  • Work hours are from 10 AM to 7 PM MST, Monday to Friday, with flexibility for schedule adjustments.
  • Gain a comprehensive understanding of Alviere's brand and operational support functions to effectively resolve escalations.
  • Manage client and Tier 1 ticket inquiries and escalations with a positive, courteous, and helpful approach.
  • Identify issues, conduct research to provide solutions, or route escalations to the appropriate back-office team.
  • Participate in ongoing training for product updates, company policies, and financial industry regulations.

**Qualifications for Success:**

  • Experience in troubleshooting, problem-solving, and trend analysis.
  • Ability to formulate action plans to enhance performance.
  • Familiarity with a ticketing system environment.
  • Strong attendance record.
  • Effective verbal and written communication skills.
  • Proactive ownership of tasks without needing prompts.
  • Capability to identify process gaps and propose solutions.
  • Adaptability to manage constant changes in a fast-paced environment.

**Educational Requirements:** Bachelor's degree or high school diploma.

**Experience Requirements:** A minimum of 2 years of technical customer service experience in an escalations environment, demonstrating the ability to deliver an outstanding customer experience.

**Compensation:** Base salary ranges from $50,000 to $55,000, with company bonuses and equity options.

Alviere is committed to fostering a diverse workforce and is an Equal Employment Opportunity Employer. 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 pride ourselves on developing and promoting talent in a merit-based organization, ensuring that everyone has limitless opportunities for success.

In line with this commitment, Alviere will strive to provide reasonable accommodations to qualified job applicants and employees with known physical or mental disabilities.

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