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Responsibilities:

• Customer Support: Handle client inquiries via ticket systems, messaging platforms (Telegram), and video calls;
• Jira Management: Resolve internal Jira tasks effectively;
• Consultation: Advise internal and external stakeholders on platform functionality;
• Stakeholder Interaction: Collaborate with payment providers and internal cross-functional teams;
• Technical Troubleshooting: Analyze interactions between system components to identify and resolve defects;
• Onboarding Support: Assist colleagues in onboarding new clients to the system;
• Technical Integration Management: Guide merchants through the entire integration lifecycle; from pre-production needs analysis and solution suggestion to post-launch support;
• Feature Requests: Manage and prioritize merchant requests for new features and payment methods, acting as the primary liaison between merchants and internal product/business teams.

Requirements:

• At least 2 years of experience in Technical Support (B2B preferred);
• Professional proficiency in English and Russian (written and spoken, B2 level minimum);
• Strong analytical mindset, logical reasoning, and independence;

Preferred Qualifications (Good to have):

• Experience in Fintech, Banking, or related industries;
• Proficiency with Jira and Confluence;
• Experience with log management tools (e.g., Kibana);
• Experience in supporting web services and APIs;
• Experience with Postman or similar testing tools.