Key responsibilities:

• Deliver exceptional first level customer support by identifying customer needs and resolving issues with a tailored approach.
• Respond to customer inquiries in accordance with SLAs and company policies via ticketing system (Atlassian Jira), email, and chat.
• Escalate customer issues to appropriate internal teams, ensuring timely resolution and follow-up.
• Find novel ways to solve difficult problems.
• Focus on customer expectations and satisfaction by reviewing the quality of service provided.
• Build sustainable relationships and engage the customers by taking the extra mile.
• Identify recurring issues and create new workflows to resolve them.
• Contribute to the development and maintenance of relevant internal documentation.
• Work in rotating working time shifts

Requirements:

• Fluent in both written and spoken English
• Proven work experience in customer support
• Prior experience in IT or Fintech industries
• Basic understanding of investment and trading concepts
• Understanding of IT systems and basic technical troubleshooting skills.
• Ability to interpret technical information and relay it in user-friendly language to non-technical customers
• Excellent communication skills, empathetic demeanor, and a genuine desire to help others

Nice to have:

• Hands-on experience in investment or trading
• Familiarity with Atlassian products, such as Jira Service Management and Confluence

Benefits:

• Hybrid or remote work flexibility
• Performance-based monthly bonus
• Comprehensive medical insurance
• Collaborative and friendly international team