Technical Support Consultant, Fluent English

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

📋 Description

• Provide exceptional technical support through emails and video calls.

• Work collaboratively with internal teams to effectively investigate and resolve customer issues.

• Act as a representative of the company, ensuring a positive customer experience throughout the resolution process.

• Cultivate a strong understanding of the product to deliver accurate guidance and support.

• Assist customers in generating customized reports and analyses utilizing data visualization tools.

• Monitor and troubleshoot connection issues with the aid of both internal and external tools.

• Keep comprehensive records of customer interactions, troubleshooting steps, and solutions within the support ticketing system.

• Escalate complex technical challenges to engineering teams as necessary to ensure prompt resolution.

• Maintain an in-depth understanding of client solutions and consistently meet KPIs.

⛳️ Requirements

• Excellent English proficiency (minimum C1 level for both spoken and written communication).

• 3-5 years of experience in customer and technical support roles is essential.

• Demonstrated knowledge of the mechanisms within the payments ecosystem.

• Proficient in troubleshooting using databases and various technical tools.

• Outstanding customer-facing skills to ensure a positive customer experience.

• Strong analytical thinking and research abilities.

• Capacity to recognize when escalation to the Engineering team is necessary.

• Positive, proactive, and responsible demeanor.

• Personal computer with a minimum of 8GB RAM and a stable internet connection (at least 45 Mbps download and 20 Mbps upload).

🏝️ Benefits

• Fixed schedule: Monday–Friday, 10 AM - 6 PM GMT+3.

• Opportunity to work fully remotely.

• Inclusive international work environment.

• Compensation provided in USD.

• Incentives for referring friends.

• Balance between project workload and personal time, along with a comprehensive internal health policy.

• Attentive leadership committed to your growth and long-term collaboration.

• Supportive environment fostering self-development.

• A culture grounded in trust, with no time-tracking requirements.