Support Specialist L1-L2
Posted 3
views
We are looking for a Support Specialist L1-L2 to join our banking team remotely.
Responsibilities:
- Support clients throughout all stages of their interaction with the product, including API guidance, assistance with testing, and support during the transition to production.
- Provide ongoing client support, answer product-related questions, assist with the client portal, and help identify and document bugs and issues.
- Support the technical team, Project Manager, and Account Manager in managing and assisting clients.
- Assist with investigating transactions and operations when questions or issues arise during reporting and reconciliation processes.
- Participate in monitoring product performance metrics and help investigate performance drops, anomalies, and incidents.
- Maintain high standards of communication and customer service.
- Contribute to improving support processes and documentation.
Key competencies:
- 2+ years of experience in a similar role.
- Previous experience with fintech products is required, such as payment or banking solutions, virtual cards, digital wallets, or similar fintech products.
- Willingness to investigate complex cases, ask questions, and proactively search for information.
- English proficiency at Intermediate level or higher.
- Experience working with Jira and Confluence.
- Understanding of the Software Development Life Cycle (SDLC) and release processes.
- Experience working with APIs: understanding authentication processes, building requests, reading technical documentation, sending requests using cURL, Postman, or similar tools, and interpreting responses.
- Strong desire to understand problems and help clients, along with teamwork skills, proactivity, and attention to detail.
- Experience reading and analyzing logs in ClickHouse and Grafana would be a plus.
We offer:
- Remote work
- Compensation for English classes
- Flexible start of the working day