Customer Support Specialist

4 tygodni temu

Warsaw, Polska Mellifera Operations Limited Pełny etat

At Mellifera, we are pioneers in transforming business processes. With our cutting-edge technology and deep expertise, we offer innovative solutions that streamline operations, boost productivity, and elevate overall performance. We are committed to pushing the boundaries of what's possible in the business world 

We're looking for a driven and proficient Customer Support Specialist to become part of our expanding team. The perfect candidate should possess a solid track record of delivering outstanding customer service, a passion for assisting others, and a fundamental grasp of investment and trading concepts. If you're enthusiastic about customer support and have worked in the IT or FinTech sectors, we're eager to connect with you

Requirements

  • Minimum one year of experience in a support specialist position.
  • Proficiency in written and spoken English (B1 and upper) and Russian languages (native or near-native level).
  • Knowledge of the basic principles of operation of payment terminals and payment gateways.
  • Good understanding of the technical aspects of payment processing and standard data transmission protocols in this field.
  • Experience with incident management and monitoring systems (e.g., Intercom, JIRA, Grafana, Asana).
  • Ability to quickly learn and absorb new information.
  • Excellent communication skills and ability to explain complex technical concepts in simple terms.
  • Willingness to work on a 24/7 basis or on a flexible schedule to ensure continuous customer support.
  • Previous experience or understanding of payment systems, acquiring, or financial technologies is advantageous.

Responsibilities:

  • Providing timely technical support to clients and partners on matters related to acquiring operations and payment systems.
  • Registering and categorizing incoming inquiries from clients, including requests for assistance, error reports, and queries regarding reporting.
  • Conducting initial analysis and diagnosis of issues arising during transaction processing and operation of payment gateways.
  • Resolving simple technical problems directly and escalating requests when necessary.
  • Advising clients on the setup and use of software for conducting payment operations.
  • Documenting client inquiries, including problem descriptions, actions taken, and outcomes.
  • Collaborating with other departments within the company to promptly address clients' technical issues.

Nice to have:

  • Previous experience in IT or FinTech industries.
  • Familiarity with Atlassian products such as Jira and Confluence.

Benefits

  • A friendly and supportive environment to work in
  • Career and personal development opportunities
  • Ability to learn or improve your English level
  • Parking

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