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Support Specialist L1

Remote: 
Full Remote
Contract: 
Experience: 
Junior (1-2 years)
Work from: 

Offer summary

Qualifications:

1-2 years in customer or technical support, Basic understanding of payment gateways, Strong written and verbal communication skills, Experience with ticketing systems, Fluent in English and Ukrainian.

Key responsabilities:

  • Provide first and second-line support to clients
  • Troubleshoot payment transactions and inquiries
  • Log and escalate complex issues as needed
  • Ensure timely responses and maintain satisfaction
  • Collaborate with internal teams for seamless experience
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SUNDAZE Digital Human Resources, Staffing & Recruiting Startup https://sundaze.es/
11 - 50 Employees
See more SUNDAZE Digital offers

Job description

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.

    Required profile

    Experience

    Level of experience: Junior (1-2 years)
    Industry :
    Human Resources, Staffing & Recruiting
    Spoken language(s):
    EnglishEnglishUkrainian
    Check out the description to know which languages are mandatory.

    Other Skills

    • Technical Acumen
    • Verbal Communication Skills
    • Multitasking

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