About the Role
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
