1st Line Support Specialist

This is a fully remote position, open to applicants in Europe.

📋 Description

• Provide both technical and organizational assistance to clients during the integration phase and after the service has been launched.

• Refer complex technical challenges to Level 2 Support and Development teams for prompt investigation and resolution.

• Engage with clients via voice calls, support tickets, chat, and various other business communication platforms.

• Address and resolve inquiries from internal stakeholders and employees across different departments.

• Gather, organize, and relay client feedback to customer-facing and product teams.

• Perform product demonstrations and clarify the available features and functionalities.

• Oversee user access and permissions, which includes granting access and assigning roles to both merchants and internal staff.

• Ensure adherence to relevant legal and regulatory guidelines.

• Work Monday to Friday from 07:00 to 16:00 UTC during the probation period.

• After the probation period, work alternating 12-hour day and night shifts on a 2/2 rotation.

⛳️ Requirements

• A minimum of one year of experience in a Technical Support Engineer, Senior Customer Support Engineer, or a comparable position.

• Excellent written and verbal communication skills in English (B2 level or higher) and Russian.

• Strong grasp of software development principles and processes.

• Exceptional analytical, troubleshooting, and problem-solving abilities.

• Strong organizational and reporting skills, coupled with a keen attention to detail.

• Experience with log analysis, monitoring, and analytics tools such as Kibana, Grafana, and Zabbix.

• Familiarity with CRM systems like Salesforce in daily operational workflows.

• Hands-on experience with API testing and related tools such as Postman.

🏝️ Benefits

• Benefit Bar – up to €230/month.

• Fully remote work from nearly any location.

• Optional office access and relocation assistance.

• Flexible, asynchronous work environment.

• Budget available for courses, certifications, and professional growth.

• Support for language learning.

• Opportunities for cross-team learning and knowledge sharing.

• Medical insurance or reimbursement based on location.

• Access to mental health resources.

• Financial assistance for significant life events.

• Merch shop featuring a rewards system.

• Team offsites and company events.