Support service specialist in DIGITALMETHOD TECH LTD

Digimeth is an innovative fintech company that uses the best advances in financial technology to ensure maximum reliability, security and convenience of electronic payments. Join the successful Digimeth team and be part of this progressive project!
Functional Responsibilities:
- Provide technical support to customers through various channels (chats, email, phone, messenger) .
- Cooperation with B2B/B2C customers for quick and high-quality resolution of requests and technical problems.
- Advising users on API integration, setting up payment tools, helping to solve transaction issues.
- Solving and escalation of problems: independent resolution of requests or transfer of complex problems to the appropriate teams.
- Monitoring the operation of the processing center, web services and applications, prompt response to technical problems.
- Writing instructions (user guide) for users : creation and updating of documentation for independent resolution of frequent problems.
- Interaction with the technical support team to share knowledge and promptly resolve complex issues.
- Documentation of customer requests: keeping detailed records of each request, recording solutions and comments to each case.
- Updating the knowledge base: writing new instructions, FAQs, and useful materials for the internal knowledge base.
- Collaboration with other company departments (sales, product, security) to coordinate and ensure the best experience for customers.
- Initiative and proactivity in finding solutions, suggestions for improving service processes.
- Regular documentation of the work performed and drawing up analytical reports describing the main problems and ways to solve them.
Requirements :
- Work experience in technical support or customer service in the field of IT from 1-2 years.
- Knowledge of web technologies (HTML, CSS, JavaScript, SQL) and basic skills of working with APIs and integrations.
- Understanding the principles of Internet payments, in particular knowledge of the processes of authorization, confirmation and completion of transactions.
- Knowledge of various payment methods: Apple Pay, Google Pay, Open Banking, Internet Acquiring, Samsung Pay and understanding of their integration and functioning.
- High level of communication skills and customer orientation.
- Proficiency in English, level B1-B2 or higher.
- Ability to work under pressure and under tight deadlines .
- Experience with CRM systems (FreshDesk or others).