Customer Support Specialist

<p>At Mellifera we develop innovative IT solutions for Payment Service Providers (PSPs), Electronic Money Institutions (EMIs), and neobanking platforms in the European Union and the United Kingdom. Our team combines deep industry knowledge with cutting-edge technologies to ensure seamless operation of payment systems and compliance with regulatory standards. Our flagship products include multifunctional payment gateways and AI-driven compliance platforms, supporting global expansion and digital transformation in financial services.</p><p></p><p><strong>Your impact:</strong></p><p>You will be involved in creating a secure and efficient digital system that facilitates online transactions by connecting e-commerce websites or mobile applications with financial institutions, allowing for the seamless transfer of funds between customers and merchants. You will be integrating various payment methods, such as credit cards, digital wallets, and alternative payment options, to offer customers a convenient and flexible payment experience, ultimately enabling businesses to securely accept payments online and manage their financial transactions effectively.</p><p><strong>Requirements</strong></p><ul> <li>Minimum one year of experience in a support specialist position.</li> <li>Proficiency in written and spoken English (B1 and upper) and Russian languages (native or near-native level).</li> <li>Knowledge of the basic principles of operation of payment terminals and payment gateways.</li> <li>Good understanding of the technical aspects of payment processing and standard data transmission protocols in this field.</li> <li>Experience with incident management and monitoring systems (e.g., Intercom, JIRA, Grafana, Asana).</li> <li>Ability to quickly learn and absorb new information.</li> <li>Excellent communication skills and ability to explain complex technical concepts in simple terms.</li> <li>Willingness to work on a 24/7 basis or on a flexible schedule to ensure continuous customer support.</li> <li>Previous experience or understanding of payment systems, acquiring, or financial technologies is advantageous.</li> </ul><p></p><p><strong>Responsibilities:</strong></p><ul> <li>Providing timely technical support to clients and partners on matters related to acquiring operations and payment systems.</li> <li>Registering and categorizing incoming inquiries from clients, including requests for assistance, error reports, and queries regarding reporting.</li> <li>Conducting initial analysis and diagnosis of issues arising during transaction processing and operation of payment gateways.</li> <li>Resolving simple technical problems directly and escalating requests when necessary.</li> <li>Advising clients on the setup and use of software for conducting payment operations.</li> <li>Documenting client inquiries, including problem descriptions, actions taken, and outcomes.</li> <li>Collaborating with other departments within the company to promptly address clients' technical issues.</li> </ul><p></p><p><strong>Nice to have:</strong></p><ul> <li>Previous experience in IT or FinTech industries.</li> <li>Familiarity with Atlassian products such as Jira and Confluence.</li> </ul><p><strong>Benefits</strong></p><ul><ul> <li>A friendly and supportive environment to work in</li> <li>Competitive salary</li> <li>Career and personal development opportunities sponsored by employer</li> <li>Company sponsored professional trainings, certifications and conferences</li> <li>Regular company and team building events</li> </ul></ul>