Job Openings Support Specialist L1

About the job Support Specialist L1

Were offering a fully remote role of Сustomer Support Specialist at a dynamic Fintech product company. The position focuses on supporting and working closely with clients, ensuring smooth operations and proper communication.


  • Provide first and second- line (partially) support to merchants and clients via Telegram and Slack.
  • Troubleshoot and resolve issues related to payment transactions, merchant inquiries, and system functionality.
  • Identify, log, and escalate more complex issues to the appropriate internal teams when necessary.
  • Ensure timely responses and resolutions to inquiries while maintaining high customer satisfaction.
  • Collaborate with internal teams to ensure a seamless merchant and client experience.
  • Handle multiple tasks and prioritize issues based on urgency and impact.
    
    
    Requirements: 
  • Experience: 1-2 years of experience in customer or technical support, preferably in the payments or fintech industry.
    • Payment Processing Knowledge: Basic understanding of payment gateways, acquiring, and fraud prevention systems.
    • Communication Skills:
    • Strong written and verbal communication skills.
    • Ability to professionally communicate with clients through Telegram and Slack.
    • Fluent in both English and Ukrainian.
    • Multitasking Ability: Capable of managing multiple tasks and prioritizing issues efficiently.
    • Technical Aptitude:
    • Experience with ticketing systems (e.g., Jira, Zendesk).
    • Basic understanding of APIs, transaction logs, and the ability to explain technical details in simple terms.
    • Customer Focus: A positive and professional attitude with a strong desire to resolve customer issues effectively and efficiently.
    • Flexible Schedule: Willingness to work in shifts, including night shifts and weekends as required.