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Client Experience Specialist
2 weeks ago
Company Overview: 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.
Job Summary: This role's primary focus is to help the Service Operations and Delivery Manager teams execute quality service resulting in a high level of customer satisfaction. The Client Experience Specialist serves as the first point of contact for escalations submitted by the Delivery Manager team and is the resource that enables Service Delivery teams to overcome barriers to support.
Essential Functions / Duties / Responsibilities:
- First line of support for the Delivery management team for client impacting issues
Owns Incident Report tracker and Escalation form
Research issues reported through the escalation form or Teams chat; providing resolution when issues are time-sensitive
Identify trends or recurring issues and escalate insights appropriately
- Carrier escalation management and ownership of authorization form maintenance and process
- Maintenance of authorized users and PIN updates
- Supporting Service Desk and Fulfillment with tickets that may require calls into the carrier
- Develop and deliver on quality practices utilized in Service Desk, Fulfillment and Logistics.
- Stale ticket audits
- Assist client support leads on ticket callouts and enforcement
- May be required to answer support calls during periods of high volume, up to 20% of time
Supervisory Responsibilities: None
Minimum Qualifications:
- High school diploma or equivalent required
- Must have at least 1 year of customer service experience in an interactive and fast paced environment
- Call center or procurement experience required
- Moderate computer skills and typing ability
Required Knowledge/Skills/Abilities:
- Problem Solver – ability to identify and resolve issues with speed
- Strong critical thinking skills
- Ability to analyze data, own reporting and spot errors
- Great communication skills
- Familiarity with computer and mobile software, applications, and MDM environments
- Service Now experience preferred but not required
- Cellular carrier and mobility experience preferred but not required
- Proficient and patient in providing complex, detailed technical support
- Strong organizational skills and attention to detail
Physical Requirements: Prolonged periods of sitting at a desk and working on a computer.
Employment Type: Full-Time
FLSA Status:Non-Exempt
Location: Remote; US-Based
brightfin is not able to employ individuals in the following states: AZ, CT, DE, HI, MA, ME, MO, NH, RI, or VT.
Compensation & 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: $24.00/hour - $26.00/hour
- Anticipated application window: September 26, October 1, 2025
Shift: Monday - Friday, 9am - 6pm ET (flexibility required)
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 procedures.
