Customer Support Specialist

Summary

Join Mellifera's Customer Operations team as a Customer Support Specialist and provide exceptional support to clients and partners regarding acquiring operations and payment systems. You will register and categorize inquiries, analyze and diagnose issues, resolve technical problems, and advise clients on software usage. Collaboration with other departments is key to addressing client issues effectively. This role requires at least one year of experience in FinTech customer support, excellent communication skills in English and Russian, and knowledge of payment systems. Mellifera offers a competitive salary, paid vacation, and fully remote work.

Requirements

• At least 1 year of experience as a customer support specialist in the FinTech industry
• Excellent written and verbal communication skills in English and Russian
• Knowledge of the principles of operation, payment terminals and payment gateways
• Good understanding of the technical aspects of payment processing and standard data transmission protocols in this field
• Experience with incident management and monitoring systems (e.g., Intercom, JIRA, Grafana, Asana)
• Experience with any ticketing/CRM system
• Quick learning ability and adaptability to new information
• A proactive and problem-solving mindset with excellent organizational skills
• Excellent communication skills and ability to explain complex technical concepts in simple terms
• Ability to work in shifts, including both day and night, to ensure 24/7 customer support

Responsibilities

• Provide timely technical support to clients and partners regarding acquiring operations and payment systems
• Register and categorize incoming inquiries, including requests for assistance, error reports, and reporting-related queries
• Perform initial analysis and diagnosis of issues arising during transaction processing and payment gateway operations
• Resolve simple technical issues independently and escalate more complex problems when necessary
• Advise clients on setting up and using software for payment operations
• Document client inquiries, including problem descriptions, actions taken, and outcomes
• Collaborate with other company departments to promptly address clients' technical issues

Benefits

• Opportunity to shape the future of fintech solutions within a growing company
• A collaborative and supportive team environment
• Competitive salary
• Paid vacation
• Fully remote work