Description
We are seeking a Technical Support Consultant to join our global team. As a Technical Support Consultant, you will deliver outstanding technical support via emails and video calls, collaborate with internal teams to investigate and resolve customer issues efficiently, and represent the company by ensuring a positive customer experience throughout the issue resolution process.
Responsibilities:
- Deliver outstanding technical support via emails and video calls;
- Collaborate with internal teams to investigate and resolve customer issues efficiently;
- Represent the company by ensuring a positive customer experience throughout the issue resolution process;
- Develop strong product knowledge to provide accurate guidance and support;
- Assist customers with customized reports and analysis using data visualization tools;
- Monitor and troubleshoot connection issues using internal and external tools;
- Maintain detailed records of customer interactions, troubleshooting steps, and resolutions within the support ticketing system;
- Escalate complex technical issues to engineering teams when required to ensure timely resolution;
- Maintain deep understanding of client solutions and meet KPI.
Requirements:
- Excellent English skills (at least C1 for both spoken and written);
- 3-5 years of experience in customer and technical support role is a must;
- Proven knowledge of the payments ecosystem mechanisms;
- Ability to troubleshoot using databases & other technical tools;
- Excellent customer-facing skills to ensure a positive customer experience;
- Strong analytical thinking and research skills;
- Ability to identify when an escalation to the Engineering team is required;
- Positive, proactive and responsible attitude;
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 45 Mbps–download and 20 Mbps–upload).
Benefits:
- Fixed schedule: Monday–Friday, 10 AM - 6 PM GMT+3;
- Opportunity to cooperate fully remotely;
- Inclusive international environment;
- Compensation in USD;
- Rewards for referring friends;
- Balance between project workload and personal time, but also – internal health policy;
- Responsive leadership interested in your development and long-lasting cooperation;
- Greenhouse conditions for self-development;
- A culture built on trust, with no time-tracking requirements.