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Support Specialist L1

Remote:

Full Remote

Contract:

Full time

Experience:

Junior (1-2 years)

Work from:

Spain

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

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.