Customer Support Specialist

Responsibilities

• Provide timely technical support to clients and partners regarding acquiring operations and payment systems
• Register and categorize incoming inquiries, including requests for assistance, error reports, and reporting-related queries
• Perform initial analysis and diagnosis of issues arising during transaction processing and payment gateway operations
• Resolve simple technical issues independently and escalate more complex problems when necessary
• Advise clients on setting up and using software for payment operations
• Document client inquiries, including problem descriptions, actions taken, and outcomes
• Collaborate with other company departments to promptly address clients' technical issues

Languages

Required

• At least 1–2 years of relevant experience in the fintech industry
• Knowledge of the principles of operation, payment terminals and payment gateways
• Experience with incident management and monitoring systems (e.g., Intercom, JIRA, Grafana, Asana)
• Experience with any ticketing/CRM system
• Ability to work in shifts, including both day and night, to ensure 24/7 customer support

Nice to have

• Excellent written and verbal communication skills in English and Russian
• A proactive and problem-solving mindset with excellent organizational skills

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