Support Specialist (1st)

Our Cryptocurrency Processing team is looking for highly motivated and goal-oriented individuals who are willing to share their thoughts and ideas with like-minded people and get additional knowledge and experience in return.

If you are fast thinking, nice speaking and self-organized we would like to get your request for this position.

During the probation period, the work schedule will be 5/2 from 07:00 to 16:00 (UTC Time Zone). After the probationary period - alternating 2/2 day shifts from 07:00 to 19:00 and night shifts from 19:00 to 07:00 (UTC Time Zone)

Responsibilities:

1. Solving all organizational and technical issues of clients at the moment of integration and after the launch of the service
2. Escalations to L2 support team and developers to resolve client issues
3. Conduct voice conversations as well as business correspondence via ticket/chat
4. Handling requests from internal customers (employees of other departments)
5. Collect and present structured client feedback for customer-facing teams
6. Being ready to perform demonstrations of the product functionality and provide full information of its available features to the clients
7. User management (granting access, role assignment) for clients and internal employees

Requirements:

1. Previous experience as a technical support engineer, senior customer service engineer for more than 1 year
2. Strong written and oral communication skills in English (B2 or higher) and Russian
3. Understanding of software development principles
4. Understanding of Webhooks
5. Understanding of API (GET/POST requests, API keys, encryption)
6. Solid analytical and problem-solving skills
7. Organizational skills, reporting skills and attention to detail
8. Experience with tools for working with logs/monitoring/analytics (e.g. Kibana/Grafana/Zabbix)
9. Experience in utilizing CRM systems (e.g. Salesforce) for day-to-day work tasks
10. Experience with tools for API testing (e.g. Postman)

Would be a plus:

1. Open-mindedness and openness to feedback
2. Self-starter, able to work independently and collaboratively
3. Hands-on experience in IT/Gambling/Crypto business
4. Knowledge of the crypto space and/or genuine interest in the subject
5. Familiarity with Atlassian products (Jira, Confluence)