Support Specialist

Summary

Join CoinsPaid's Cryptocurrency Processing team as a highly motivated and goal-oriented individual. Solve organizational and technical issues for clients during integration and post-launch. Escalate complex issues to L2 support and developers. Manage client communication via voice calls, tickets, and chat. Handle internal customer requests and collect client feedback. Demonstrate product functionality and manage user access. This role requires experience as a technical support engineer and strong communication skills in English and Russian. The position offers a unique opportunity to work in a rapidly growing international company at the forefront of the crypto industry.

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
• Understanding of Webhooks
• Understanding of API (GET/POST requests, API keys, encryption)
• 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 clients and internal employees

Preferred Qualifications

• Open-mindedness and openness to feedback
• Self-starter, able to work independently and collaboratively
• Hands-on experience in IT/Gambling/Crypto business
• Knowledge of the crypto space and/or genuine interest in the subject
• Familiarity with Atlassian products (Jira, Confluence)