Technical Support Specialist (Fintech)

Are you a tech-savvy professional with a passion for customer service and a knack for problem-solving? Join leading crypto processing company, as a new Support Manager!

Role: Technical Support Manager

Requirements:

• Experience in Crypto: Minimum 1 year
• Languages: Fluent in English and Russian (Ukrainian is a plus)
• Skills: Client integration, technical support, incident analysis, and service improvement
• Focus: Customer service excellence
• Technical Proficiency: Strong understanding of crypto processing systems and blockchain technology
• Problem-Solving Skills: Ability to troubleshoot and resolve complex technical issues
• Communication Skills: Excellent verbal and written communication skills to interact effectively with clients and internal teams
• Adaptability: Ability to work in a fast-paced, dynamic environment and manage multiple tasks simultaneously
• Customer-Centric: Strong focus on customer satisfaction and experience
• Analytical Skills: Ability to analyze data and generate actionable insights for service improvement
• Team Player: Ability to collaborate effectively with cross-functional teams

Perfect Candidate Skills:

• Experience servicing B2B clients.
• Background with SaaS business models.
• Knows how to work with Atlassian's suite of products (Confluence, Jira, Loom).
• Familiarity with Salesforce or similar CRM software.

Responsibilities:

• Client Integration: Seamlessly onboard new clients and ensure smooth integration with our services.
• Technical Support: Provide top-notch support to clients, resolving issues efficiently and effectively.
• Monitoring & Analysis: Analyze incidents and improve service pass rates to enhance overall client satisfaction.
• Customer Service: Maintain a high level of customer service, ensuring client needs are met promptly and professionally.
• Incident Management: Monitor and manage incidents, ensuring timely resolution and continuous improvement.
• Documentation: Maintain accurate records of client interactions, issues, and resolutions, and create troubleshooting guides and FAQs.

About Our Client:

Our client is a leading crypto processing company that works with businesses, particularly those in high-risk industries such as gambling. They provide secure and efficient crypto payment solutions, helping businesses reduce transaction costs and access global markets. As a Support Manager, you will play a crucial role in ensuring their clients receive exceptional service and support. 

Perks:

• Competitive Salary
• Flexible Shifts: No night shifts, but early morning and late evening shifts are required.
• Innovative Environment: Work in a fast-paced, innovative company that values your input and expertise.