1st Line Support Specialist

Summary

Join CoinsPaid, a remote-first company with international hubs, as a Cryptocurrency Processing team member. You'll work on solving organizational and technical issues for clients, conduct voice conversations and business correspondence, and handle internal customer requests.

Requirements

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

Responsibilities

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