brightfin

Customer Support

• 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

Tier 2 Client Support Specialist, Multi-Lingual – French Speaking

Business Development Rep

• Develop and execute outbound business development strategies targeting enterprise accounts, key verticals, or new regions
• Identify decision-makers (CIO, VP of IT, Head of Platforms, IT Finance, Asset Management Leaders) and build relationships
• Drive outreach campaigns (cold-calling, account-based marketing, email, social selling) to open doors for opportunities
• Engage and qualify inbound leads – diagnose fit against brightfin’s target buyer personas
• Use a consultative approach to uncover customer pain, budget, authority, timeline (BANT)
• Conduct qualifying calls that may include introductory demos and validation of BANT, progressing leads to sales
• Coordinate with marketing to facilitate account-based marketing and event marketing activities
• Represent brightfin at industry events, conferences, webinars and partner meetings
• Develop custom messaging, sales collateral, battle cards, and competitive positioning with Product, Marketing, and Sales Leadership
• Iterate on messaging, playbooks, cadences, and qualification criteria with sales and product leadership
• Maintain pipeline visibility and provide forecasts and reporting of business development metrics

Business Development Representative

Customer Success Manager

• 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

Client Experience Specialist

Technical Project Manager

• Responsible for overall technical solution design and delivery requirements for customer onboarding projects
• Work alongside the Implementation Manager role to collect and analyze detailed technical requirements with the customer
• Participate in project calls to collect and analyze detailed technical requirements alongside the Technical Implementation Lead
• Creation and utilization of technical documentation
• Create detailed business and technical descriptions of the solution for each customer task
• Develop and execute strategies to achieve workable customer solutions in line with company goals
• Program customization scoping, documentation, and tracking
• Ensure testing of application functionality alongside the Technical Implementation Specialist
• Successful coordination of internal resources
• Make effective decisions when presented with multiple options for project progress
• Perform quality control on the project throughout development, maintaining brightfin delivery standards
• Define/research what could be covered by OOTB functionality and what should be customization
• Work with the PS team/Product team on new solutions or technical improvements
• Mentor Junior and mid-level technical specialists

Technical Implementation Manager

Technical Customer Success

• Provide support in program configuration and technical requirement documentation.
• Participate in discovery calls to collect and analyze detailed technical requirements alongside the Technical Implementation Manager.
• Analyze requirements to ensure they logically align with customers’ requests.
• Perform configurations of the brightfin applications.
• Develop Test Plans, Test Scripts and execute tests prior to client UAT (User Acceptance Testing).
• Align with Professional Service and Product teams on program solution requirements.
• Conduct internal solution acceptance tests.
• Collaborate with Technical Implementation Leads to identify, create, and facilitate process design changes through business and systems process analysis.
• Work closely with developers to implement requirements, verify them during the QA (Quality Assurance) phase, and deliver to the client.

Technical Implementation Specialist

Business Analyst

• Conduct detailed requirement gathering sessions with stakeholders, documenting business processes, data flows, and functional specifications.
• Perform gap analysis, feasibility studies, and impact assessments to ensure requirements are viable and aligned with business goals.
• Collaborate with product managers, developers, QA teams, and customers to ensure requirements are clearly understood and implemented.
• Develop Business Requirements Documents (BRDs), Functional Requirement Specifications (FRS), and user stories.
• Facilitate workshops, sprint planning sessions, and backlog grooming for Agile/Scrum projects.
• Track requirements in JIRA, document solutions in Confluence, and create process diagrams in Visio (or similar tools).
• Identify and document corner cases and edge scenarios to ensure product robustness.
• Support user acceptance testing (UAT) by defining acceptance criteria, coordinating test execution, and validating deliverables.
• Provide subject matter expertise in telecom, finance, SaaS, ITSM, and ServiceNow implementations when applicable.

Tier 2 Client Support Specialist, Multi-Lingual – French Speaking

Business Development Representative

Client Experience Specialist

Technical Implementation Manager

Technical Implementation Specialist

Business Analyst, Ukrainian Privat Entrepreneur