Customer Support Specialist
dxFeed B2C Support:
The project requires a Customer Support Specialist fluent in English and experienced in Support or Quality Assurance in FinTech. This team maintains an ecosystem of services that provides retail customers with a fail-safe market data stream. Our end-to-end solution allows accessing market data on a subscription basis in a variety of charting applications.
Responsibilities:
- Handling customer technical support cases, investigating, and resolving users' problems, escalating issues if necessary.
- Communicating directly with developers, analysts, QA, and other engineers for gaining extensive knowledge and expertise in FinTech.
- Creating, reviewing, and maintaining tutorials to help end-users with charting applications usage.
- Documenting common support procedures for future reference.
- Testing data integration into new applications and promptly reporting any found issues.
Benefits:
- FinTech industry increases the value of a specialist in the labor market by providing an opportunity to work directly with complicated trading systems.
- Education and training in the subject area.
- Opportunity to develop technical skills.
- Friendly team, which is always ready to support a trainee.
Qualifications
Key requirements:
- High level of communication and soft skills;
- English – C1, both spoken and written;
- High-stress tolerance;
- Diligence and ability to respond in a timely manner to the incoming flow of information (tickets, chats, etc.);
- Ability to work in an environment with frequently changing context;
- Strong analytical and problem-solving skills;
- Sharp attention to detail;
- Ability to stand one’s ground and propose ideas that will improve the work of the entire team, and maybe the entire world;
- Self-motivation and desire to develop in FinTech.
Additional skills considered an advantage:
- Work experience with foreign clients;
- Second language;
- Experience in working with issue-tracking systems (Zendesk, Jira);
- Experience in working with databases and writing SQL queries;
- Basic knowledge of Bash, Python, Perl;
- Understanding of data transmission network principles and main protocols. Knowledge of the OSI model;
- Experience in working with Linux/Unix (mainly debian-like)
Stack
- Issue-tracking – Jira, Zendesk
- Log management and CI – ElasticSearch
- Documentation and content management – Confluence, Paligo, Zendesk
- Communication – Twilio IVR, Slack, SendGrid
Challenges
- Work in morning and evening shifts (details can be discussed);
- Willingness to take a large scope of responsibilities;
- Development and career growth.
Care for the employees is one of Devexperts' core values. For the suggested position, we offer a benefits package that will guarantee the comfort of our new teammate.
Flexibility benefits:
- Possibility of hybrid work mode,
- Flexible working hours.
Health and recreation benefits:
- 20 days of paid vacation,
- 5 days of fully paid additional wellness days,
- Medical insurance – premium package,
- Free MultiSport card.
Facility benefits:
- Modern office with new equipment,
- Panoramic view of Vitosha mountain,
- PlayStation, Billiard, Relax zone and Gym,
- Parking space/public transport card,
- Free drinks and snacks.
Community benefits:
- Teambuilding activities,
- Corporate parties,
- Football club,
- Speakers' club,
- Free admission to corporate external events,
- Possibility of joining conferences and professional fairs.
Professional training benefits:
- Local language courses for foreign employees,
- Unlimited access to self-learning platforms,
- Certification opportunities,
- Mentorship Program.
Social benefits:
- Referral bonuses for specific roles,
- Paid leave upon special events.
