Technical Support Specialist

Processing incoming inquiries from individuals and legal entities via chats, messengers, email, telephony, and the ticketing system. Consulting clients on standard issues: payment statuses, working with payment systems, refunds, use of cards and applications. Registering and managing tasks in the inquiry tracking system, including tracking and informing clients about the result. Working with data analysis tools (Kibana, Grafana) to check transaction statuses, analyze logs, and monitor metrics. Primary diagnosis and escalation of complex requests to the second/third line of support or specialized teams. Interacting with internal teams regarding requests requiring technical support involvement. Uploading and processing registries from service providers. Sending fiscal and information receipts to clients.

Requirements

At least 1 year of experience in technical support or customer service. Secondary vocational/higher education. English language proficiency at B2 level (confident reading of technical documentation, conducting correspondence/negotiations). Skills in working with ticketing systems and CRM systems. Basic understanding of the principles of payment systems and processing. Readiness to work in a multitasking mode and quickly master new tools. High customer orientation and the ability to handle objections.

Secondary vocational education; Experience: 1 year